Customer Success Team Manager

1 day ago

Tiruppur, Tamil Nadu, India beBeeLeadership Full time ₹ 9,84,300 - ₹ 13,47,900
Job Title: Customer Success Team Manager

We are seeking a seasoned Customer Success Team Manager to lead a high-performing team of customer service associates and drive them to achieve exceptional results.

The ideal candidate will have at least 3 years of experience as a Team Lead in the BFSI vertical, with a proven track record of success in leading teams to deliver increased efficiency, deeper insights, and superior outcomes.

Key Responsibilities:

  • Lead a team of 15-20 customer service associates and motivate them to achieve KPIs through coaching, mentoring, and performance feedback.
  • Responsible for project execution, monitoring KPIs, and ensuring target compliance.
  • Well-versed with G-suite, particularly Google Sheets and Google Slides.
  • Oversee effective resource allocation to meet both productivity and quality metrics.
  • Document issues as needed and ensure adherence to policy and procedures.
  • Manage process, resources, and system applications.
  • Follow standard practices and business procedures.
  • Perform ad hoc data analysis and participate in process improvement initiatives.
  • Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.
  • Responsible for complying with internal quality standards.

Key Performance Indicators:

  • Monitors emails/chat taken by associates and provides constructive feedback.
  • Takes weekly, monthly tickets as per KRAs.
  • Interacts with the quality team to seek feedback on team performance and quality scores.
  • Conducts weekly, monthly reviews for associates.
  • Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems.

Requirements:

  • At least 3 years of supervisory experience, preferably in US BFS Email.
  • Fluent English is a must.
  • Excellent knowledge of G-suite.

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