Babble Cloud
Tech / AI / Software
CustomerServiceTeamLeader
“Customer Service Team Leader at Babble Cloud. Skills: leading a customer service or customer experience team, customer focus, improving satisfaction and performance, stakeholder management. leading, developing, and supporting a team of Customer Experience Executives. deliver an exceptional customer experience across their assigned accounts”
What You'll Achieve.
deliver an exceptional customer experience; driving continuous improvement, customer advocacy, and operational excellence; ensuring SLAs, CSAT targets, and quality standards are consistently achieved and exceeded; Team engagement & performance outcomes.; Customer retention rate.; First contact resolution.; Internal and external SLA measures.; CSAT Performance.; Case quality.
Industry & Context.
owning problems through to resolution; Provide guidance and support on complex or high-risk customer cases; Identify trends in customer issues, feedback, or operational blockers, and work cross functionally to address root causes.
What They're Looking For.
Must Have
Proven experience leading a customer service or customer experience team., customer focus with a track record of improving satisfaction and performance., Minimum 3 years’ experience in a customer service, customer experience, or similar role., Excellent stakeholder management capabilities.
What You'll Do.
and supporting a team of Customer Experience Executives
deliver an exceptional customer experience across their assigned accounts
ensure the team consistently provide a seamless end‑to‑end journey
from initial customer request to case closure
driving continuous improvement
and operational excellence
act as an escalation point
and performance driver
and quality standards are consistently achieved and exceeded
and develop a team of Customer Experience Executives through regular 1: 1s
and performance management.
Monitor daily performance and team workload against KPIs including CSAT
First Contact Resolution
Drive a culture of accountability
and high performance within the team.
Provide guidance and support on complex or high-risk customer cases
acting as an escalation point.
Ensure consistent quality of communication and case handling across all team members.
Ensure customer contact details and case information are consistently updated within the CRM system.
Ensure compliance with all regulatory requirements and internal processes.
Identify trends in customer issues
or operational blockers
and work cross functionally to address root causes.
Recommend enhancements to processes
communication standards
or customer journey touchpoints.
Support the rollout of new CX initiatives
and best practice frameworks.
How You'll Work.
Team & Collaboration
Ability to build and maintain relationships while also nurturing internal collaboration.; work cross functionally to address root causes.
Communication Scope
Excellent written and verbal communication skills
Applying for this Customer Service Team Leader role?
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