Live Customer Support, Team Lead

Job Purpose

To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training and mentoring the customer success team. They also are in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

Have a good understanding of the organisationâs products Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes As the Live Customer Support team lead, youâll be responsible for line management of a number of Customer Support Officers.
This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they in turn become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualification

Bachelor's degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support or Account Management
Previous experience in a team leadership or supervisory role Possess strong phone, written and verbal communication skills with excellent presentation skills Confident, high energy, self-motivated and a true team player Experience working with senior and executive level customer contacts Demonstrated ability and desire to work and excel in fast-paced environment Excellent multitasking and project management skills Well-organized, with a high attention to detail and ability to prioritize Excellent communication skills Strong analytical and problem-solving abilities Proficiency in using customer support software and tools
Proactivity Ability to handle escalated situations Strong organizational and time management skills