CustomerSuccessTeamLead

## Description We’re a team of 500+ professionals who develop cutting-edge web data gathering solutions for thousands of the world’s best known businesses, including Fortune 500 companies.  What’s in store for you: Plenty of career opportunities — and we’ll help you seize them with internal/external learning resources and knowledge sharing events. To make your professional growth journey smooth, you’ll have a supportive team around you, as well as access to mental and physical well-being resources. ## In this role, you’ll Team Management: Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching. Escalation Handling: Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication with clients. Reporting & Analysis: Utilize tools like Salesforce, Intercom, and Jira to track team performance and to identify trends, risks, and areas for improvement. Process Improvement: Identify gaps in existing processes and implement changes to enhance efficiency, reduce response times, and improve overall customer satisfaction. Cross-Team Communication: Act as a liaison between the Customer Success team and other departments, such as Product, Account Management & Sales. Agent Development: Provide regular feedback and mentoring to agents, helping them build confidence and develop their skills in customer success. Workload & Schedule Management: Plan shift schedules and manage ticket queues to ensure an even workload distribution among team members. Collaboration on Product Feedback: Provide insights from the CS team to the Product team, ensuring customer pain points are addressed in product updates or fixes. ## Your skills & experience An empathetic leader, who has strong decision-making skills and a high level of autonomy. Experience in leading a team would be desired. 2 years of proven experience in a customer support role. Deep understanding of support operations and main quality metrics.