Customer Service Lead

Roles & Responsibilities:

• Complex roaster management
• Manage a 100 members team for different projects
• Develop and implement strategic plans for customer by aligning with the business needs
• Identify tech related issues and identify to solve those
• Set performance goals and metrics for team members
• Present operational reports
• Manage hiring requirements with the HR
• Identify problem statements to escalate them

What we are looking for:

• Bachelors degree in engineering, business, marketing, computer science, or related field
• 4-5 years of experience in Customer Success Management - Familiarity with Customer Support to drive a consultative approach to customer interactions
• Should be highly customer support oriented (CSAT is the key metric)
• High on outcome first approach, ownership and ability to drive things independently
• Hands on experience with leading large sales / ops teams (100+)
• In-depth knowledge of performance metrics / KPIs
• Advanced Excel skills for analyzing large data sets
• Proven ability to work independently and meet deadline
• Experience with CRM tools (e.g., Salesforce and Gainsight)
• Positive attitude and high willingness to learn