Customer Success Team Lead

Job Summary

Leading a remote team of customer support advisors, the full-time Customer Success Team Lead will oversee team performance, manage recruitment and training processes, and ensure high customer satisfaction through effective quality assurance and performance management.

Key responsibilities

• Supervise and mentor a team of 10-11 customer support advisors, conducting regular feedback and coaching sessions
• Collaborate with HR to recruit, onboard, and train new Advisors, ensuring alignment with business needs
• Establish and maintain a quality assurance program to monitor agent performance and drive continuous improvement

Required qualifications

• Minimum of 5 years of relevant experience in Operations, preferably in banking, fintech, or customer success
• Proven experience in a customer service leadership role with a track record of achieving performance targets
• Strong analytical abilities with experience in data analysis and reporting
• Familiarity with customer service software and quality assurance processes
• Excellent coaching and interpersonal skills