
Team Lead
17 hours ago
We are seeking a proactive and experienced
Customer Success & Operations - Team Leader
to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You'll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.
How you will make an impact
:
- Team Leadership & Supervision
: Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution. - Customer Experience Management
: Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics. - Operational Coordination
: Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board. - Appointment & Service Scheduling
: Streamline appointment booking processes with labs and customers. Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction. - Process Compliance
: Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints. - SOP Creation & Implementation
: Design, document, and implement scalable SOPs for both support and operations processes. Continuously refi ne workflows based on feedback and performance data. - CRM Tool Implementation
: Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity. Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs. - Performance Management
: Track and report key performance indicators (KPIs) across both support and operations. Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement. - Training & Development
: Organize regular training programs and workshops for the team to enhance product knowledge, operational fluency, and customer handling skills.
We are looking for people who
:
- Proven 5+ experience in a customer support or customer success leadership role.
- Strong understanding of customer experience metrics and tools.
- Advanced Microsoft Excel
working knowledge is highly required. - Are excellent communicators with a knack for coaching, cross-functional coordination, and problem-solving.
- Have experience implementing and managing CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) including workflows and automation.
- Can build and implement scalable support and operational processes.
- Possess strong analytical skills and a data-driven approach to performance monitoring.
- Have experience working in tech-enabled customer support and operations environments.
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