Team Lead - Customer Success & Operations

Job Summary :

We are seeking a proactive and experienced Customer Support - Team Leader to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You'll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.

How you will make an impact :

• Team Leadership & Supervision : Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution.
• Customer Experience Management : Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics.
• Operational Coordination : Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board. Appointment & Service Scheduling : Streamline appointment booking processes with labs and customers. Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction.
• Process Compliance : Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints.
• SOP Creation & Implementation : Design, document, and implement scalable SOPs for both support and operations processes. Continuously refi ne workfl ows based on feedback and performance data.
• CRM Tool Implementation : Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity. Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs.
• Performance Management : Track and report key performance indicators (KPIs) across both support and operations. Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement.
• Training & Development : Organize regular training programs and workshops for the team.

We are looking for people who :

Skills Required

Salesforce, Performance Management, zendesk