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Customer Success Team Leader

1 month ago

Jakarta, Indonesia Eezee Full time

**Customer Success Team Leader**

**Responsibilities**:

- Work closely with the team, motivating and coaching them
- Facilitate regular weekly 1 on 1’s and team meetings
- Keeping up to date with business development and new product lines
- Reporting to the Head of Customer Success
- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Support the Head of Customer Success to highlight operational risks and areas for improvement
- Lead and inspire a team of Customer Success agents to deliver excellent levels of individual/team performance and customer satisfaction
- Support the Head of Customer Success to deliver business targets and objectives and create a performance orientated culture
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with the management team to identify and deliver positive change and business efficiencies
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Escalate any appropriate problems to senior management

**Required Skills and Experience**:

- At least 2 years of team management experience
- Minimum of 2 years’ experience with Customer Success environment as a Team Leader/Manager
- Excellent leadership and communication skills
- Excellent coaching and people-development skills through call listening, quality feedback, ticket scrubbing, etc.
- Ability to deal with difficult customers and escalations
- Ability to interpret analytics/data into actionable items, think creatively and drive initiatives for process improvements
- Ability to work under pressure
- Energetic and motivating individual

**Salary**: Rp8,000,000 - Rp9,000,000 per month

Ability to commute/relocate:

- Jakarta: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you willing to move to Batam, Indonesia?

**Experience**:

- Customer Success: 3 years (preferred)