Customer Success Experience Team Lead
Customer Success Experience Team Lead
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Job Description
Lead and mentor a team of Customer Success and Experience professionals fostering a positive and collaborative team culture.
Provide guidance training and support to team members to enhance their skills and knowledge.
Oversee customer interactions across various channels ensuring timely and effective responses to inquiries concerns and feedback.
Personally handle escalated customer issues and provide solutions to ensure customer satisfaction.
Develop and implement customer success strategies to drive retention upsell opportunities and overall customer satisfaction.
Follow up on customer success surveys and feedback and ensure utmost customer satisfaction.
Collaborate with crossfunctional teams to align customer success initiatives with broader business goals.
Utilize customer data and feedback to analyze trends identify areas for improvement and implement enhancements to the customer experience.
Generate regular reports on customer satisfaction metrics and team performance.
Continuously assess and optimize customer support processes to enhance efficiency and effectiveness.
Implement best practices to streamline workflows and improve the overall customer experience.
Develop and implement customer education programs and onboarding processes to ensure customers maximize the value of our products/services.
Collaborate with product teams to stay informed about new features and updates.
Establish a robust feedback loop between customers and internal teams to drive product/service improvements.
Advocate for the customer within the organization ensuring their voice is heard in decisionmaking processes.
Requirements
Bachelors degree in Business Marketing or a related field.
Proven experience 34yrs in customer success customer experience or a similar role.
Familiarity with customer support software and CRM systems.
Strong leadership and team management skills.
Excellent interpersonal and communication skills.
Analytical mindset with the ability to derive insights from customer data.
Customercentric approach with a passion for delivering exceptional experiences.
Experience in developing and implementing customer success strategies.
Adaptable and solutionoriented with the ability to handle challenging situations.
Strong knowledge of React, Next-js. Bachelor s degree in computer science, Engineering, or a related field. 3+ years of professional experience as a Front-End Engineer, preferably in the Logistic or ride-hailing services industry; with a proven track record of delivering high-quality web applications. Has experience in back-end technologies and frameworks is a plus (Java, Python, Node.js +RESTful API's) Strong problem-solving skills and the ability to work independently and collaboratively in a fast-paced, agile environment.
Employment Type
Full Time
