Team Lead - Customer Success

Job Overview: We are seeking an experienced, results-oriented Customer Success Team Leader to oversee our inbound service and sales team. The ideal candidate will have a strong background in customer service, sales, and leadership, with a proven ability to drive both customer satisfaction and sales performance. As a Team Leader, you will guide and inspire a team of representatives handling both service and sales inquiries, ensuring seamless service delivery, and meeting sales targets while maintaining high customer satisfaction.

Responsibilities

• Team Leadership & Development: Lead, motivate, and coach a team of inbound customer service and sales representatives, ensuring they are aligned with business goals and consistently meet performance targets.
• Sales Performance: Drive team performance in achieving sales targets through effective coaching and support, ensuring representatives are equipped to upsell and cross-sell in a way that enhances the customer experience.
• Customer Satisfaction: Ensure that the team delivers high-quality customer service, handling inquiries professionally, addressing issues promptly, and maintaining positive customer relationships.
• Operational Excellence: Oversee the day-to-day operations of the inbound team, ensuring that all service and sales processes are followed efficiently and effectively.
• Training & Onboarding: Facilitate ongoing training, coaching, and development programs for team members to enhance product knowledge, sales techniques, and customer service skills.
• Performance Monitoring & Reporting: Driving KPIs for the team, tracking individual and team performance, and providing regular feedback to drive improvement. Analyze team data to identify trends and actionable insights.
• Escalation Management: Act as the primary point of escalation for complex customer inquiries, ensuring that all concerns are resolved in a timely and professional manner.
• Collaboration & Continuous Improvement: Work with internal teams, including training, quality assurance, and operations, to optimize processes, identify improvement areas, and implement best practices to enhance service delivery.
• Customer Retention & Engagement: Identify opportunities to build customer loyalty, proactively addressing concerns and ensuring that customers needs are met in a way that supports long-term relationships.

Skills Required

• 2+ years of operational excellence and people management experience, overseeing a team of 10-12 FTEs, preferably in Sales or Customer Success/Customer Care domains, and a total of 6 years of professional experience."