Team Lead - Customer Success

Key Responsibilities

• Lead, mentor, and manage a team of Customer Success Associates to ensure high performance and consistent service quality.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Monitor team performance metrics (CSAT, response time, resolution time, etc.) and drive continuous improvement.
• Develop and implement processes and best practices to enhance customer experience and operational efficiency.
• Analyze customer data and team performance to identify trends, gaps, and opportunities for improvement.
• Collaborate with cross-functional teams (Production, Brand, Operations, Sales) to align on customer needs and deliver solutions.
• Conduct regular training sessions, feedback discussions, and performance reviews for team members.
• Ensure accurate documentation, reporting, and maintenance of customer interaction records.
• Drive customer retention strategies through proactive engagement and follow-ups.
• Share actionable insights and strategic recommendations with leadership to improve products, services, and processes.

Requirements

•  Minimum Bachelor’s degree in any field.
• 2–4 years of experience in Customer Success / Customer Support, with at least 1 year in a team handling or leadership role preferred.
• Proficiency in Hindi and English; additional regional languages are a plus.
• Strong analytical skills (Excel/Google Sheets, Power BI, reporting, and data interpretation).
• Proven leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills with a customer-centric and empathetic approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with customer management tools (CRM, ticketing systems) is preferred.
• High attention to detail and a strong sense of ownership and accountability