Customer Success: Team Lead

Role Overview

We are looking for a Customer Success Team Lead to manage and guide a high-performing team while driving customer retention and operational efficiency. The role requires strong leadership capabilities, analytical thinking, and experience in contact center or customer success operations.

Key Responsibilities

• Provide strong leadership, people management, and coaching to guide and motivate a high-performing team.
• Manage processes related to collections, customer retention, customer winback, or contact center/sales operations.
• Analyze data and track performance metrics to enhance team performance.
• Identify gaps and take corrective actions to drive continuous process improvements.
• Ensure effective communication, coaching, problem-solving, and conflict resolution within the team.
• Utilize reporting tools and CRM systems to monitor and manage customer success activities.
• Promote a team-oriented approach focused on efficiency and engagement.

Preferred Candidate Profile

• Strong leadership and coaching skills.
• Experience in customer retention and contact center operations.
• Analytical mindset to track and improve performance metrics.
• Excellent communication and conflict-resolution abilities.