Customer Success Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the daily activities and performance of Customer Success Managers

• Establish priorities, allocate workload, and guarantee adequate team coverage

• Conduct regular one-on-ones, offer constructive feedback, and facilitate professional growth

• Evaluate individual performance and pinpoint areas for enhancement

• Engage in the onboarding and training of new Customer Success Managers

• Facilitate regular case reviews and sessions for knowledge sharing

• Serve as the primary escalation point for intricate or sensitive customer cases

• Assist managers in addressing non-standard scenarios involving clients, charter companies, and partners

• Ensure that escalations are managed promptly, professionally, and with the appropriate level of responsibility

• Empower the team to make independent, customer-focused decisions

• Detect recurring customer issues and convert them into process enhancements

• Monitor NPS, SLA, customer satisfaction, response times, escalations, and retention-related metrics

• Uphold consistent service quality and devise action plans for performance deficiencies

• Transform customer feedback into tangible improvements

• Develop, document, and continuously refine Customer Success processes

• Create internal guidelines, playbooks, templates, and training resources

• Inform the team about relevant product, operational, and process updates

• Collaborate across departments with Sales, Finance, Supply, and Product teams

• Communicate directly with charter companies when escalation or coordination is needed

• Support the prioritization of payments to charter companies based on customer and operational impact

• Ensure effective communication flow between Customer Success and other departments

⛳️ Requirements

• Over 2 years of experience in Customer Success, Customer Experience, Account Management, Travel Operations, Hospitality, or a related customer-facing position

• Prior experience as a Team Lead, Senior CS Manager, Shift Lead, or in a role involving people management and performance accountability

• Strong background in managing complex customer situations and escalations

• Ability to coach individuals, provide constructive criticism, and enhance team performance

• Strong analytical abilities and experience working with customer service KPIs

• Excellent problem-solving and decision-making capabilities

• High degree of ownership and initiative

• Strong organizational skills and the capacity to prioritize in a dynamic environment

• Proficient in both written and spoken English and Russian

• Experience in travel, hospitality, TravelTech, marketplaces, yachting, or complex travel services is a significant advantage

• Previous experience with AMO CRM is a substantial benefit

🏝️ Benefits

• Fully remote work within an international team

• A high level of ownership and autonomy

• Opportunity to have a direct impact on Customer Success standards and processes

• A hands-on leadership position with real influence on both team dynamics and customer experience

• Opportunity to develop and enhance the Customer Success function as SEARADAR continues to expand