Team Lead, Customer Success

New

Job Summary

We are looking for a candidate who is extremely results oriented and has an understanding of what drives performance in the recruitment and online jobs board space. Your passion for delivering excellent service drives you to get the best out of yourself and everyone around you.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

  • Reports – Head, Operations and Experience
  • Employment Type - Permanent (Six months probation period)

Key Responsibilities

  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Gauge customer’s levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow our customer base
  • Develops strategies to promote team member adherence to company regulations and performance goals
  • Research industry trends and use that insight to form relevant, actionable solutions that improves internal processes and streamline business functionality.
  • Coach and motivate team members to meet and exceed expectations
  • Manage the flow of day-to-day operations of the team
  • Create reports to update the Head of Operations and Experience on the team’s progress
  • Support team manager and perform management duties when manager is out of office
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Communicate deadlines and goals to team members
  • Conducts team meetings to update members on best practices and continuing expectations
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints

Job Requirements

  • 3-5 years of relevant business experience with proven track record of working in a customer facing role
  • BSc. in operations management or related field
  • Candidate must be familiar with industry trends
  • Experience in Human resources/Consulting is a plus
  • Strong Account Management and client relations experience is a must
  • Experience with Customer Relationship Management (CRM) software
  • Experience working with, and managing stakeholders and customers.analytical skills
  • Data driven with analytical skills and a strategic mindset
  • Excellent people management and leadership skills
  • Flexibility and adaptability to change
  • Understanding of digital products and their impact on users, the completion an economics behind the business
  • High level of results orientation
  • Excellent organizational skills

 

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