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Team Lead Customer Success Startup SaaS

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Winning

12d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You need 4+ years in customer service, 2+ years in leadership, startup experience, strong coaching skills, data-driven mindset, problem-solving abilities, and excellent communication skills.
  • You will drive engagement KPIs, lead and develop your team, coordinate with Product, Marketing, and Sales, manage Customer NPS, and support clients to enhance their experience.

Requirements

  • 4+ years of experience in customer care/customer service, with at least 2+ years in a leadership position, e.g. as Lead of a Customer Service team.
  • Previous experience in a startup is preferred.
  • Proven track record of successfully managing, coaching, and developing a team.
  • Data-driven with experience in customer service software (e.g., Intercom) and CRM tools (e.g., Hubspot).
  • Structured mindset with attention to detail, always eager to optimize processes and your team's efficiency.
  • Service and customer-obsessed mindset.
  • Ability to thrive in a fast-paced and evolving environment.
  • Strong analytical and problem-solving ability with a data-driven mindset.
  • Strong stakeholder management skills and ability to perform under pressure.
  • Excellent verbal and written communication skills in English.

Responsibilities

  • Create engagement actions and take ownership of the main engagement KPIs (churn, upsell, downsell) across 3 markets.
  • Build, lead, develop, and train a team of top performers, ensuring the professional development of each team member.
  • Manage and ensure smooth coordination and communication with other teams: Product, Marketing, and Sales.
  • Take ownership of the Customer NPS and define actions to be taken based on the results, ensuring the best experience and the highest level of service for our clients, improving our NPS post-contact.
  • Support and assist our clients (in alignment with the Support Lead).

FAQs

What is the main responsibilities of the Global Lead Customer Experience?

The main responsibilities include managing a team of Customer Experience experts, creating engagement actions, taking ownership of engagement KPIs, ensuring smooth communication with other teams, managing Customer NPS, and supporting clients.

What qualifications are required for this position?

The position requires 4+ years of experience in customer care, at least 2+ years in a leadership role, preferably in a startup, as well as a proven track record in managing and developing a team.

Is prior startup experience necessary for this role?

Previous experience in a startup is preferred but not strictly necessary.

What tools and software should I be familiar with for this position?

Familiarity with customer service software such as Intercom and CRM tools like Hubspot is required.

What skills are essential for a candidate in this role?

Essential skills include a data-driven mindset, attention to detail, strong analytical and problem-solving abilities, strong stakeholder management skills, and excellent communication skills in English.

What opportunities for growth does this position offer?

This position offers opportunities for growth and professional development, as well as the chance to learn from various areas of the business.

What kind of team dynamics can I expect?

You can expect to build, lead, and develop a team of top performers while ensuring coordinated communication with Product, Marketing, and Sales teams.

What is the company culture like?

The company culture is focused on innovation, helping entrepreneurs, and fostering a customer-obsessed mindset, all within a fast-paced and evolving environment.

Will I have a direct impact on the company's strategy?

Yes, as part of a growing startup, you will have the opportunity to influence various teams and help shape the strategy for the future.

What are the engagement KPIs that I would be responsible for?

You would be responsible for key engagement KPIs including churn, upsell, and downsell across three markets.

Winning

Become Winners. Together.

Consulting
Industry
201-500
Employees
2011
Founded Year

Mission & Purpose

Winning Consulting is a global management consulting firm that specialises in business transformation, strategy, and operational improvement. They help companies navigate complex challenges by offering expert guidance in areas such as digital transformation, organisational efficiency, and process optimisation. Winning Consulting's ultimate mission is to deliver sustainable growth and performance improvements to its clients through tailored strategies and innovative solutions. Their purpose is to empower organisations to reach their full potential, ensuring long-term success in an increasingly competitive business environment.