Zipwater
Consumer Services
CustomerSuccessTeamLeader
“Customer Success Team Leader at Zipwater. Skills: Customer Success, Team Leadership, Customer Service, Continuous Improvement. Oversee the daily operations of the Aftersales Team. Support the wider Customer Success department”
What You'll Achieve.
Meet performance targets; Adhere to standards; Meet customer SLAs; Improve the customer journey; Deliver exceptional customer service; Achieve operational efficiency
Industry & Context.
Customer focused problem solver; Great leadership & problem solving skills
What They're Looking For.
Must Have
Proven track record in leading high performance Customer Experience teams, Great leadership & problem solving skills, The ability to help deliver exceptional customer service & operational efficiency, The desire and passion to drive continuous improvement and innovation
What You'll Do.
Oversee the daily operations of the Aftersales Team
Support the wider Customer Success department
Lead the team of advisors providing feedback and support
Maintain high standards of customer service
Drive a culture of accountability
and continuous improvement
Foster a collaborative
and customer-oriented team culture
and develop a team to meet performance targets and adhere to standards
Day to day resource planning of the Aftersales team using data to support key KPIs
Oversee the Aftersales process
ensuring timely and efficient allocation of resource to meet customer SLAs
Champion a customer-first approach across the team and wider Customer Experience Team
Using customer feedback to investigate areas of improvement and implement in line company process to improve the customer journey
Conduct regular team meetings
and performance reviews
Establish KPIs to accurately Aftersales performance
Report on teams performance
highlighting successes and addressing areas for improvement
How You'll Work.
Team & Collaboration
Work collaboratively with other Team Leaders within our Customer Experience Team to optimise workflows and resource allocation; Build good working relationships with all colleagues based on trust and respect to ensure we can deliver for the customer
Communication Scope
Able to communicate effectively with different individuals within the business whether this is in person, via phone or email
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