As the Customer Success Team Lead, your areas of responsibilities include:
- Oversee CS operations to ensure timely, accurate, and high-quality member support
- Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
- Resolve escalated member concerns and coordinate with internal teams on high priority issues
- Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
- Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
- Support and coordinate closely with other functions to deliver an extraordinary user experience
Qualifications:
- Bachelor’s Degree preferably in a Business Administration, Psychology, communications, or medical related course
- With prior experience in managing 24/7 support operations in a tech startup, BPO, or fast-growing company
- Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
- Proficient in support and CRM softwares (e.g. Zendesk, Crisp)
- Highly proficient in English and Filipino, written and verbal
- Proactive, collaborative, customer-obsessed, and strong problem-solving skills
