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Customer Success Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Success Team Lead to join our team at FiveStars Loyalty, Inc. As a key member of our customer-facing team, you will be responsible for leading daily activities to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals.
Key Responsibilities- Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals
- Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities, goals, and associates' individual development plans and training needs
- Monitor associate/client interactions utilizing the quality monitoring system and evaluate calls to ensure that world-class service is being delivered based on the guidelines provided
- Oversee the use of standard process workflows by team
- Coach, train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed
- Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
- Provide feedback on the individual performance of representatives to leadership
- Provide direct feedback to representatives on areas of opportunities to enhance the services provided to the client
- Utilize sound judgment to escalate issues that may require the intervention of the Manager
- Analyze team statistics and prepare reports and dashboards via Excel and Salesforce
- Participate in projects, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed
- Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
- Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
- Ability to work and thrive in a team environment, focused on achieving results
- Ability to maintain cooperative working relationships with all levels of management
- Ability to assess team members' performance and provide motivational support
- Ability to work both independently and as part of a team
- Strong relationship building skills
- Ability to recognize basic procedural/performance issues as they arise and escalate to the appropriate level
- Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
- A hustler with a good old-fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion.
- 4-6 years of experience, Bachelor's preferred
- 4 weeks of annual PTO plus 10 paid holidays
- Medical, Dental and Vision benefits, along with too many to list
- Career Coaching & Development
- 401(K) Retirement Plan and Paid Parental leave
- Benefits that holistically support your physical, emotional, and financial wellbeing
