Team Lead Customer Success

6 days ago

Sydney, Australia Easy Payroll Global & HR Full time

On behalf of our client, we are looking for a Team Lead Customer Success**.**

The daily duties and responsibilities include:

- Build a foundation for CS growth in this region and define the culture of the team.
- Define and optimize the overall Regional CS onboarding experience while aligning as much as possible with the process in other regions.
- Have regular check-ins with your team members to motivate and brainstorm as well with Regional Leads.
- Ownership for team KPI, SLA, CSAT and quality metrics.
- Develop a positive team relationship by being supportive, visible, easily accessible and proactively encouraging daily motivation and recognition
- Handle escalations from the team and manage them with the relevant stakeholders
- Continuously identify ways to improve ways of working and work with the team to act on and implement those improvements necessary to scale as this region keeps growing.
- Identify and encourage areas for growth and improvement within the team, conduct team meetings, deliver performance reviews and evaluations
- Closely collaborate with leaders within sales, support, product, partnerships and operations to ensure an optimal customer experience throughout the whole customer journey.
- Closely collaborate with leadership to align the teams on company wide objectives, KPIs, team catchup etc...

**Education** - Bachelor degree or higher qualification desirable. Industry experience may substitute.

**Experience & Skills**
- Optimistic leader who leads by example
- Comfortable working in time-critical situations and a high-paced environment
- Strategic thinker to grow CS team in alignment with regional priorities
- Fluency in English. Any other language is a plus
- Highly organised and detail oriented mindset
- Previous people management experience is a plus
- Strong collaborator with great communication and analytical skills
- Resourceful problem solver who can resolve complex issues involving multiple stakeholders
- Experience in customer success, onboarding or customer service
- Experience with tools such as Hubspot, Zendeksm Trello, Jira, any CSM is definitely a plus

**Job Types**: Full-time, Permanent

Work Authorisation:

- Australia (preferred)

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