Team Lead / Senior Team Lead - Customer Success

We are seeking a skilled and experienced Team Lead or Senior Team Lead to drive our Customer

Success teams performance. This role requires strong international customer support expertise,

team leadership skills, and a focus on customer satisfaction and revenue growth in a fast-paced

environment.

Key Responsibilities:

• Lead and mentor a team of Customer Success Associates, providing regular coaching and

training to ensure high performance.

• Oversee voice and non-voice channels for international customers, handling interactions

across email, chat, WhatsApp, and social media.

• Conduct regular audits of customer communications to ensure quality standards, providing

feedback and implementing improvements.

• Drive team performance in meeting KPIs, KRAs, and OKRs, with a focus on customer

satisfaction, retention, and revenue impact.

• Support revenue goals by driving retention, upselling, and cross-selling initiatives.
• Manage multiple trackers and provide accurate reports to senior management on team

progress and performance metrics.

• Work with middle and upper management to align on goals and contribute insights for

business growth.

• Stay updated on new tools and best practices, promoting team growth through learning and

technology adoption.

Qualifications

• Minimum of 2 years in a Team Lead role within customer service/support, with international

experience, preferably in e-commerce, education, or retail. A minimum of 6+ years of total

experience is required.

• Excellent English communication skills, both written and verbal.
• Proven expertise in customer success metrics and handling retention, upselling, and cross-

selling.

• Strong organizational skills with high attention to detail in data and reporting.
• Proactive, adaptable, and tech-savvy, comfortable in a fast-paced environment with

frequent product launches.

Preferred a candidate who can join immediately or short notice no more than 10 days.

How to Apply:

Interested candidates can walk in to the office Monday to Friday, from 10:30 AM to 02:30 PM, or apply directly through this post, or send their resume to arunkumar@astroved.com.