Customer Success Team Lead

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Manage the daily functions of the Customer Success team

• Maintain high service standards and promote strong customer loyalty

• Offer support and direction to team members

• Monitor and oversee team attendance to guarantee sufficient coverage

• Conduct individual coaching sessions to improve agent performance and skills

• Evaluate and track agent productivity on a daily, weekly, and monthly basis

• Analyze customer feedback and support metrics to uncover trends

• Implement enhancements that boost customer satisfaction and retention

• Carry out additional tasks as assigned

⛳️ Requirements

• Demonstrated experience in customer support, team leadership, or a similar position with a strong emphasis on customer satisfaction and retention

• Excellent communication and leadership capabilities

• Proficient in data analysis and trend identification for process enhancement

• Detail-oriented with outstanding organizational and problem-solving skills

🏝️ Benefits

• Remote work; fully remote organization allowing work from any location

• 15+ working days of holidays

• Internet subsidy/high-speed internet budget

• Health and wellness budget

• Birthday gift with additional time off

• Regular team-building activities and engaging online events

• Career advancement opportunities based on performance

• 2 paid volunteering days each year

• Permanent contract

• Global flatwork culture

• Additional benefits