Customer Success Team Lead

Responsibilities

• Take on a leadership role by formulating and executing strategic plans in line with company objectives
• Set and ensure the reach of relevant team KPIs to help maintain excellent performance
• Develop and execute data-driven strategies for high-quality after sales support
• Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
• Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
• Prioritize both speed and quality of responses while aiming for effective resolutions
• Handle phone calls when necessary to ensure comprehensive client support
• Act as a liaison between clients and our internal teams, effectively conveying client needs
• Collaborate with cross-functional teams to address and resolve client concerns
• Continuously improve template messages for efficiency and consistency
• Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
• Utilize client feedback to suggest improvements to our products and services
• Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
• Disseminate product updates and important information in client group chats
• Assist in onboarding potential new accounts referred by existing clients or related contacts
• Identify upselling opportunities and contribute to customer expansion efforts

Qualifications

• 2-3 years of leadership experience in business, communications, customer support, or a related field
• Experience in strong written and verbal communication skills
• Comfortable using live chat platforms and phone calls to engage with clients
• Detail-oriented with a commitment to providing topnotch client experiences
• Ability to manage multiple client interactions simultaneously
• Problem-solving skills and the ability to address client concerns effectively
• Proficient in using technology tools and software
• Enthusiasm for working in a dynamic and fast-paced startup environment
• High degree of patience, empathy, and warmth
• Adaptable and able to learn systems and processes quickly
• Initiative-driven with a sincere passion for helping MSMEs