Team Lead - Customer Success

3 days ago

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LeadVenture™

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1001 - 5000

Description

• The Customer Success Team Lead supervises and leads a team of account managers. • Communicates company goals, important information, and deadlines to the team. • Motivates team members and assesses performance. • Provides help to management, including hiring and training. • Communicates concerns and policies among management and team members and leadership. • Maintain and appropriately work a small client load. • Provide daily direction and communication from management to team members. • Moderate chat and help account managers with customer issues daily. • Appropriately distribute workload and oversee larger team member projects. • Provide coaching, direction, and conduct weekly 1 on 1 meetings. • Perform call audits. • Ensure team members have appropriate training and other resources to perform their jobs as effectively as possible. • Notify management of performance related accomplishments or concerns. • Work as a member/leader of special or ongoing projects that support department and process improvement. • Step in as initial escalation point to de-escalate client issues. • Provide weekly reports highlighting escalations, trainings, meetings, individual performance, projects, and/or other notable items. • Assist management with performance reviews. • Assist management in achieving monthly goals. • Other duties as requested by management.

Requirements

• Client handling expertise • Experience working with escalated customers • Ability to communicate and collaborate effectively with other departments • Critical thinking, troubleshooting, and problem-solving experience • Excellent written and verbal communication • Experience with Microsoft Office Applications, CRM, Google platforms • Superior organizational and time-management skills