Title: Customer Success Team Lead
Salary: Based on Experience +Bonuses+ Vacation+ Benefits
Location: Richmond Hill, ON *Hybrid*
Length of Assignment: Full Time, Permanent
About Us:
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward!
Responsibilities:
- Oversee a team of 4-5 Level 1,2,3 Customer Success Specialists
- Answer call-back requests pertaining to escalations from customers
- Manage problematic and negative customers to resolve their issues, including monitoring of problem customer statistics
- Monitor metrics and team productivity to identify areas for improvement, coaching team members when necessary
- Actively monitor ticket triage, unassigned tickets, and due dates to ensure we are adhering to expected response/resolution times
- Delegate problematic customers to Level 2,3 Customer Success agents to manage
- Assist Level 1,2,3 Customer Success Specialists with ticket handling, departmental procedures and investigation of issues using advanced system knowledge
- Contribute feedback on support processes and individual team members to Customer Success Manager/Supervisor
- Contribute feedback on support processes and team statistics for weekly team meeting
- Work with Customer Success Manager/Supervisor to develop action plans for individual team member’s growth and improvement
- Perform call monitoring and performance reviews on a regular basis for Level 1,2,3 Customer Success Specialists
Skills & Qualifications:
- Minimum 4 years of experience working in an external customer support role, involving direct communication with customers and other internal support teams
- Minimum 2 years in a management/leadership role with 4+ direct reports
- Very strong verbal and written communication skills in English
- Customer oriented, personable, and able to adapt to different types of customer needs
- Demonstrated ability to work and excel within a team environment
- Very strong attention to detail
- Excellent problem-solving and critical thinking skills
- Excellent organizational and time management skills
- Proven ability to meet deadlines and thrive in a fast-paced environment
- Tech savvy, proficient with Microsoft Office suite, including Microsoft Word and Microsoft Excel
- Experience working with CRM & service ticketing software is a plus
- Strong technical aptitude and experience with B2B support
- Previous experience working with closely with software is a plus
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