Team Lead Customer Growth

Key Responsibilities :

• Customer Training and Support :
• Train customers over the phone and through face-to-face sessions.
• Troubleshoot and provide timely solutions to customer issues.
• Ensure customer satisfaction by effectively addressing their needs.
• Provide accurate, valid, and complete information using appropriate methods and tools.
• Team Management :
• Lead and motivate the customer growth team.
• Conduct team meetings and monthly one-on-ones with each CG team member.
• Monitor and set targets for team performance and service quality.
• Customer Relationship and Service :
• Handle customer complaints and provide solutions within set timeframes.
• Follow up with customers to ensure their issues are resolved.
• Keep thorough records of customer interactions, inquiries, and concerns.
• Provide timely feedback to the company on service issues, bugs, or customer concerns.
• Collaboration and Analysis :
• Work closely with customer growth teams across different regions (geos) to address and solve problems collaboratively.
• Analyze churn and usage data to understand customer behavior and develop strategies for retention and growth.
• Continuous Improvement :
• Contribute to the development of best practices and service improvements for customers.
• Identify trends and insights to improve customer satisfaction and team performance.

Requirements :

Skills Required

Team Management