AddressAt Global Footcare, we believe in delivering exceptional customer experiences. As a leader in comfort footwear, we are dedicated with providing our customers with top-notch service and support. We are now seeking a dynamic and experience Customer Success Team Leader to join our growing team and lead our newly reorganised Customer Success efforts to new heights.
As part of the Global Operations team, the Customer Success Team Leader will be a key role in a team that is responsible for Customer Success, Finance, Inventory and Warehousing.
Position Overview:
As the Customer Success Team Leader, you will play a pivotal role in ensuring our customers receive outstanding support and assistance. The Customer Success team is responsible for resolving customer cases, managing data entry, and engaging with customers through outbound calls and emails to promote relevant offerings and manage their accounts effectively. You will be instrumental in tracking and improving key performance indicators (KPIs) to drive continuous improvement and success within the team.
Key Responsibilities:
- Lead and motivate a team of Customer Success representatives to achieve individual and team goals.
- Oversee the resolution of customer cases promptly and efficiently, ensuring customer satisfaction and retention.
- Manage data entry processes accurately and efficiently to maintain up-to-date customer records.
- Collaborate with the sales and marketing teams to develop and execute outbound call and email campaigns to promote relevant promotions and offerings.
- Monitor and analyze team performance metrics, such as response time, resolution rate, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Foster a collaborative and supportive team environment that encourages innovation, creativity, and continuous learning.
- Act as a point of escalation for complex customer issues and provide guidance and support to team members as needed.
- Prepare and present regular reports on team performance, including KPIs, to senior management.
Qualifications:
- Proven experience in a Customer Success or customer service leadership role, preferably within a fast-paced and dynamic environment.
- Strong understanding of Customer Success principles and best practices.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with customers and team members.
- Solid organizational and time management skills, with the ability to prioritize tasks and meet deadlines effectively.
- Analytical mindset with the ability to interpret data and identify trends and insights to drive decision-making.
- Proficiency in CRM software and other relevant tools and technologies.
- Ability to thrive in a collaborative team environment and lead by example.
Benefits:
- Competitive salary and benefits package
- Opportunity for career growth and advancement
- Collaborative and supportive work environment
- Flexible work arrangements
If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you! Join us in our mission to exceed customer expectations and drive business success.
