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Team Lead, Customer Success

 THE JOB

The Customer Success Team Lead leads the Customer Success team to ensure they provide exceptional experiences to a rapidly growing customer base. Reporting to the Chief Operating Officer, the Customer Success Team Lead plays an important role in helping the company execute on their strategic vision. Through coaching the Customer Success team in how to deal with customer queries, maintaining hands-on experience with customers, as well as building scalable processes, the Customer Success Team Lead acts as a key player in managing customer feedback to identify opportunities for product improvements and new features. This role will work closely with our Development team to ensure we continuously improve our service offering.

WHY YOU SHOULD WORK WITH US…

You:

  • Are as comfortable taking the lead as you are getting your hands dirty
  • Know how to demonstrate empathy and are passionate about helping others, especially during difficult situations
  • Understand how to diffuse customer concerns when things get serious, and when to lighten up the mood with the right emoji (or two)
  • Love to coach others and watch them grow
  • Are an innovative self-starter that constantly looks for a better way to do things
  • Are a data driven decision maker with an analytical mindset

 

We:

  • Are a tight knit team of adults that care about our customers, our products, and each other. No jerks allowed!
  • Know how to wear multiple hats, and that every team member makes a difference
  • Are constantly hustling to improve; we find ways to grow ourselves, each other, and our business
  • Thrive on moving the needle and having the ability to create exceptional experiences for our customers
  • Are an entrepreneurial company that believes in the importance of engaging all team members across all departments to work on moving the business forward together
  • Are fast paced and performance driven, yet also know how to have fun!

CORE VALUES

  • Hustle – Own it, take it to the next level
  • Trust – Do the right thing
  • People Driven – Make a positive impact
  • Mastery- Thirst for knowledge and improvement

HOW YOU WOULD CONTRIBUTE

  • Lead a Customer Success team of ~6 direct supports across multiple time zones
  • Coach, mentor, and onboard Customer Success Agents
  • Provide support to ZayZoon users via in-app chat, email, social media and telephone
  • Coordinate with Sales and Marketing teams on new partner launches
  • Address escalated customer account, employer and partner issues
  • Analyze customer feedback and support platform data to identify trends and maintain high scores
  • Be accountable for the customer support platform and ticketing system
  • Ensure continuous improvement of Customer Success processes and procedures ensuring scalability
  • Maintain team scheduling across multiple time zones to ensure adequate coverage
  • Assist in recruiting for Customer Success team members, performance management and disciplinary action when required
  • Champion ZayZoon’s mission to provide responsible financial products to an underserved generation of employees!

WHAT YOU BRING TO THE TABLE

Behavioral Competencies

  • Open minded with a desire to innovate and challenge the status quo
  • Powerful communicator with an ability to rally a team behind shared goals and initiatives, creating a sense of community that overcomes the boundaries of remote work
  • Exemplary organization skills; you’re not easily phased when keeping multiple balls in the air and understand that if everything is a priority, then nothing is a priority
  • A thirst for knowledge and drive for continuous self improvement
  • Detail oriented and know that the little things matter

Technical Competencies

  • Computer savvy self starter with an ability to learn new tools quickly
  • Intermediate Excel Skills – Comfortable in functions required to create and work with look up, and match functions; strong understanding of absolute and relative referencing
  • Experience with customer messaging platforms such as Intercom, Hub Service, Zendesk, etc. and/or experience in addressing customer inquiries via e-mail and phone
  • Social media savvy on Twitter, Facebook, Instagram, LinkedIn
  • Ability to grab control of the room and lead engaging, effective meetings
  • Whether you are articulating a product request, dealing with a customer, or coaching a direct support, your excellent verbal and written communication skills know no bounds

Minimum Education and Experience

  • 3-5 years of leadership experience leading a team of 3 or more direct supports in a corporate office setting

IT WOULD BE NICE IF YOU HAD

  • You had experience in financial technology or banking
  • You had experience with schedule management and managing remote team members
  • Written communication skills in a second language (Spanish/French preferred)

ANYTHING ELSE YOU MIGHT NEED TO KNOW

You will need to be comfortable occasionally working outside of the traditional 9-5 work schedule to offer exceptional support to all our users. The chosen candidate may be asked to undergo a criminal record check and a basic security clearance.

Please note that a final step in our hiring process is for candidates to arrange personal reference calls with former managers and others we may choose. We wish to thank all qualified applicants for their interest in joining our team! 

Sound like the job for you?

Got what it takes to work with us? Great! Send us a link to your resumé or portfolio to become part of our talent pool.

Drop your resumé here