Customer Success Lead
Customer Success Lead
Our product B2C platform is the largest tax preparation firm focused on U.S. citizens living outside the U.S. We have a mature and stable business, holding the top market share in our niche.
The Customer Success Lead will be responsible for running and managing the Customer Success team. This position will lead and support the team while working as a player-coach. As an experienced manager, the successful candidate is expected to have a broad-based knowledge of technical and customer service-driven solutions, reporting, and team management. The ideal candidate will have proven experience working in a technical or service support position, as a manager, with excellent knowledge of the latest industry trends and techniques. Additionally, a successful Customer Success Lead must have strong communication skills and demonstrate the leadership and interpersonal skills necessary to build and develop teams.
In this role, you will need to:
Provide leadership to the customer support team, including hiring, training, and developing top talent; you will need to manage a remote team successfully.
Manage and track metrics for issue resolutions, suggest product enhancements, and hold the team accountable to performance metrics.
Give direction to team members for process improvements, methodology, and support initiatives based on experience, knowledge, and technical skills in customer support.
Participate in regularly scheduled meetings with product development, customer success, and product management teams to ensure collaboration and communication between support team members and other areas of the company.
Provide monthly measurable data with Key Performance Indicators (KPIs).
Our expectations:
Advanced level of English.
Minimum of 2 years of experience leading teams in an application support, B2С SaaS customer support, or call center environment, with responsibilities for people development.
Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with minimal supervision while taking ownership of areas within the support team.
Experience measuring data and KPIs to drive continuous process improvement.
Strong knowledge of Windows and Mac OS, as well as troubleshooting processes.
Exceptional interpersonal, analytical, and critical thinking skills.
Knowledge and/or experience with Intercom and MySQL preferred.
Benefits:
Opportunities for professional growth and career advancement.
A dynamic and collaborative environment.
The chance to be part of a forward-thinking company that is reshaping an industry.
Remote and flexible location.
Work format: Permanent independent contractor position, CET.
Natali Prudencio
