Our platform streamlines scheduling, client management, billing, and compliance, empowering care providers to deliver exceptional services. With a global footprint, we are dedicated to innovation, excellence, and enhancing the lives of both care providers and their clients.
Job Overview
We are seeking a passionate and experienced Customer Success Team Lead to oversee our growing team in the Philippines, supporting our growing customers base in the USA and Canada. The ideal candidate will have a strong background in customer success within the B2B or B2C software industry, excellent leadership skills, and a deep understanding of the North American market. This role requires working during North American business hours.
Key Responsibilities
Team Leadership & Management
- Lead and Mentor: Manage a team of customer success associates, customer support team, providing guidance, training, and performance evaluations.
- Recruitment: Assist in hiring and onboarding new team members to expand the team as needed.
- Performance Monitoring: Set and manage to clear KPIs and regularly assess team performance, providing feedback and coaching.
Customer Success & Support Operations
- Oversee Daily Activities focussed on the core metrics, staff performance and outcomes requires across Onboarding, Account Management and Expansion
- Escalation Handling: Manage complex customer issues escalated by the team, ensuring satisfactory resolutions.
- Quality Assurance: Implement quality control measures to maintain high service standards.
Process Improvement
- Policy Development: Create and update customer success, support policies and procedures to enhance efficiency.
- Feedback Loop: Gather customer feedback to identify common issues and collaborate with the Product team for improvements.
- Reporting: Generate regular reports on customer success metrics, identifying trends and defining areas and initiatives for improvement.
Collaboration & Communication
- Cross-functional Collaboration: Work closely with the Product team to align customer success strategies with business objectives.
- Client Relationship Management: Build strong relationships with key clients, understanding their needs and ensuring their success with our platform.
- Cultural Sensitivity: Ensure the team’s communication is culturally appropriate for North American customers.
Technology Utilisation
- CRM Management: Utilise customer relationship management tools (e.g., Intercom, HubSpot, ChurnZero) to track interactions and performance.
- Knowledge Base Maintenance: Oversee the development and updating of support documentation and resources.
Reporting & Analytics
- Generate regular reports on team performance, churn, expansion, customer satisfaction, and other KPIs.
- Analyse support metrics to identify trends and make data-driven decisions.
- Assist in developing strategies to enhance customer support services.
Qualifications
Education & Experience
- Education: Bachelor’s degree in Business Administration, Communications, Information Technology, or a related field.
- Experience:
- Minimum of 10 years in customer success roles within the SaaS or software industry.
- At least 7 years of experience in a Customer Success supervisory or team lead position .
- Experience supporting North American customers is highly preferred and working across this timezone.
Skills & Abilities
- Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team.
- Communication Skills: Exceptional verbal and written English communication skills.
- Technical Proficiency: Familiarity with CRM systems and CS software tools.
- Problem-solving: Strong analytical skills with the ability to handle challenging situations effectively.
- Time Management: Excellent organisational skills with the ability to prioritise tasks and meet deadlines.
- Cultural Awareness: Understanding of North American culture and customer service expectations.
Other Requirements
- Remote Work Setup: Reliable high-speed internet connection and a dedicated workspace.
- Availability: Willingness to work during North American business hours.
- Legal Requirements: Must be eligible to work in the Philippines.