Customer Success Lead

Please read the entire JD and the link to actually apply for the job is in the JD. Fill that form if you want to be considered for the role.

Are you tired of generic job posts that lack transparency and leave you wondering about your role, growth opportunities, and the interview process?

At Skai Lama, we do things differently. We believe in providing all the information upfront so you can make an informed decision about joining us.

What's the role?

As a Customer Success, you'll be responsible to manage the entire Customer Support & Customer Success function to ensure that we are able provide a stellar experience to the brands that we work with. More details about the role, career path, what the week could look like for this role is detailed below. But first, let's start with understanding more about Skai Lama

So, What's Skai Lama?

We help E-commerce and D2C Brands worldwide increase Average Order Value, Conversion and Retention. With a suite of four Shopify Apps and more in development, we currently serve over 8000+ E-commerce stores globally.

Where are we in our journey?

We've built 7 apps out of which we consider 3.5 as successful or on the path to succeed. We've made countless mistakes in the past and will continue to make more in the future. However, we've always learnt from those and figured out a way to make a comeback. That's what defines us and that's also we've built a profitable business. We're a 30 member team, growing profitably. Not just cash flow positive, or EBITDA positive, we believe that business exists to drive Net Profits and that's what we do. And yes, we pay Income Tax to the Government. In the future, we'll continue to find interesting opportunities at the intersection of E-commerce, Software and AI to help brands make more money or save time 

Team, culture & stuff

Yeah yeah, every company out there writes about values and culture that are great to hear, but are rarely practiced internally.

Not us. Here are some of our core values to give you a sense of who we are as a team:

• Customer First. In Business, especially SaaS, only way to win is by truly being customer first. Unless we can identify and build what customers want, it'll never work. We need to obsess about customers. Every decision that we make should be kept while keeping the Customer at the centre of our universe.
  • Create the AI Powered Future - Embrace AI. To learn. To Deliver value to Customers. To fire yourself from a job. The only way to survive in the post AI world is to figure out how to unleash AI in every aspect of our jobs. We win if we can do this with an open mind. At the individual level. At the team level. At the product level. At the org level. AI is how we survive. AI is how we thrive.
    • Master the Details, Master the Craft. Caring about the craft is the only way to stand out in the post AI world. Everyone can get shoddy job done, thanks to AI. We have to pride in our work and make sure its our best possible work put out for our customers to experience. The organization can't afford to have folks cutting corners. We perfect our craft by setting a high bar. For Us and For people we work with.
      • Quality with Velocity - Seems counter-intuitive to have both Obsessing over details and Speed in our value system. All we need to do is pick less things to work on, but the ones you do, obsess over the details. With AI, its easy to be fast while caring about the details. Speed + Craft is a muscle that we can build and compound over decades
        • Act with Agency and Respect - We take initiatives and drive results (high agency), it doesn't matter what your role is, high agency is the single biggest factor of a successful career. With Agency comes respect. We'll always act with deep respect for our customers and team members. This includes valuing everyone's time, collaborating authentically, enabling each other, and being reliable and transparent in our commitments. Ultimately, our success is a collective effort – it's about "We," not "You vs Me." There's no place for petty politics, inter-team rivalries, ego battles at Skai Lama.
          • Experiments Fail, People Don't. At Skai Lama, you will never, ever be questioned for making a mistake for the first time. We only care about not repeating the same mistake? Why is this important? Because at the core, companies are built with rapid experimentation. And rapid experimentation results in rapid failures. We are all for experiments failing. As they say, you either win or you learn. When we do fail, its not the people who failed. It's the experiment that failed, and through iteration, we'll figure out a way to win.
            • Document. Document. Document. Without Documenting, we can't leverage AI to delivery compounded returns. Documentation is how we win in the long term. All of us need to OBSESS over documentation, playbooks, processes. Push each other to do this. In the short term, its painful, but that's the only way to win long term. Non-negotiable in order to be successful in the kind of business we are building.

Not convinced yet? Okay, here's the fun stuff:

• We're fully remote in India. Work from wherever you want.
• Two Off-sites in a Year - A working offsite and a vacation offsite.

The role & what we are looking for

At Skai Lama, we value your growth and believe in providing opportunities for career advancement. As a Customer Success Lead, you will have the potential to progress within our organization. You can choose to grow within the Customer Success domain with managing more apps and more team members OR your career growth could lead to a different role like Sales/Product. 

Responsibilities:

As a Customer Success Lead, you play a vital role in ensuring customer satisfaction and driving the success of our organization. With over 8000+ active merchants, we need your expertise to ensure our customers are successful.

• Managing team of Customer Support Agents, Onboarding Specialists and Customer Success members to ensure that our customer get a stellar experience.
• Deep understanding of our products to assist customers with product-related questions, troubleshooting technical issues, and providing solutions.
• Leading CS Ops and processes to identify opportunities for higher productivity or better customer experience
• Effectively documenting customer interactions, including issues, resolutions, and feedback.
• Collaborating with the development team to address and resolve complex customer issues.
• Identifying recurring customer queries and issues and proactively working towards creating solutions and FAQs.
• Staying updated with product knowledge and new features to provide accurate information to customers.
• Collecting customer feedback and providing insights to improve product features and user experience.

Must Haves:

• Excellent written and verbal communication skills in English.
• Previous experience of managing a team
• Strong interpersonal skills and the ability to build rapport with customers.
• Patience and empathy to handle customer complaints and provide effective solutions.
• Proactive problem-solving skills to address customer issues efficiently.

Good-to-Haves:

• Familiarity with Shopify and/or Shopify Apps
• Familiarity with customer support tools, especially Crisp
• Basic technical knowledge to troubleshoot and assist customers with software-related queries.
• Ability to work independently and collaboratively in a remote team environment.
• Prior experience in a customer support role is a plus.

What's the interview process like?

We have a 7-day process wherein we ensure that we roll-out the offer in 7 days or get back to you with a reason why we can't go ahead with your application.

Here's what the process looks like:

Step 1: You apply for the job by filling in this form - https://forms.gle/ZsCL1q5LbKdsC1xq6

Step 2: Quick intro call with the founders.

Step 3: Solve an assignment.

Step 4: A round where we evaluate your assignment along with you.

Step 5: One round of interview to gauge if you are a good culture fit.

Step 6: Job Offer (contingent on the above steps).

Step 7: Welcome to SkaiLama

If you are passionate about providing exceptional customer support and want to be part of a dynamic team, with the opportunity to contribute to product management functions, we would love to hear from you. To apply, please fill out this form - https://forms.gle/ZsCL1q5LbKdsC1xq6