637 - Customer Success Team Lead

We need an English-fluent Customer Success Team Lead, based in Latin America, available to work remotely.

We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.

Are you the one we are looking for?

Responsibilities:

• Oversee a team of customer success specialists, ensuring that customer interactions meet company standards and objectives.
• Manage all internal and external communication, working closely with the client Communications and Strategy, for customer needs.
• Regularly assess the team's performance, providing feedback, coaching and training as needed.
• Collaborate with senior management to align customer relations strategies with company goals
• Become an expert in the client's app, develop all Customer Success Team members in their understanding of the app, and oversee the training of new Customer Success Team members.
• Develop Customer Success Team through continued systemization of processes, implementation of new protocols, and adoption of best practices.
• Lead Customer Success Team’s processes—from onboarding through active Customer Support.
• Become an expert in event-based traceability, various regulatory and industry data standards, and develop Customer Success employees’ understanding of the material.
• Lead Customer Success Team’s solutions, both standard and boutique, for each customer’s various traceability needs.
• Develop and maintain customer relationships.
• Lead Customer Success Team’s staffing of the client's Support Inbox, including participating in response to inbound messages.
• Oversee the development of  the client's Support Documentation.
• Manage and monitor all customer needs, tracking them and ensuring a completion.
• Assist with Wholechain QA and maintain communication with devs to ensure customer needs are met while balancing communication with customers’ seeking solutions.
• Troubleshoot basic issues that arise with customers as they log their traceability.
• Lead documentation of customer needs and projects to ensure a comprehensive customer knowledge ecosystem.
• Work closely with Product and Strategy to relay customer feedback on different aspects of the client app.

Requirements:

• Proven experience in management and/or team-lead positions for multiple years (a plus if work was done in a SAAS environment). 
• Proven experience managing multiple projects and customer relationships.
• Excellent written and verbal English.
• Experience with B2B clients is mandatory.
• Highly organized and detail-oriented.
• Self-starter with strong motivation.
• Trustworthy with sensitive information.
• Experience with remote work.
• Stable working hours with the ability to flex where necessary to cover customer needs.
• Proven experience learning new skills and teaching others.
• Proven experience learning new technologies.
• Experience working with English-speaking customers.
• Experience with Slack, Google Workspace, MS Office, WhatsApp, HelpScout, and Azure AD.
• Fluency in multiple languages (Chinese, French, Japanese, Malay, or Thai) is a strong plus.