Customer Success Lead

Responsibilities

1. Lead, mentor, and oversee Customer Service & Admin teams.
2. Develop and enforce SOPs for efficient customer service.
3. Implement strategies to improve customer satisfaction and retention.
4. Gather and analyze customer feedback for service improvements.
5. Manage escalated customer issues and complex cases.
6. Develop and execute crisis management strategies.
7. Collaborate with internal teams and external stakeholders for resolution.
8. Track and analyze customer interactions and trends.
9. Generate reports on customer satisfaction and service performance.
10. Provide recommendations to management for customer service enhancements.

Minimum Requirements

1. 3-5 years of experience in customer relations (B2C), with 2+ years in a managerial role.
2. Strong leadership and team management skills.
3. Excellent problem-solving and crisis management abilities.
4. Strong communication and interpersonal skills.
5. Experience in analyzing customer data and implementing improvements.
6. Ability to work under pressure and manage multiple priorities.
7. Familiarity with customer service tools and CRM software is a plus.