Customer Success Team Lead

hace 1 mes

Madrid Centro, Madrid, España Winning A tiempo completo

About the Role:

We are seeking a highly experienced Customer Success Team Lead to join our team at Winning. As a key member of our organization, you will be responsible for managing a team of experts in Customer Experience and Engagement.

Main Responsibilities:

  1. Customer Experience Strategy: Develop and implement a customer experience strategy that drives engagement, retention, and growth across our markets.
  2. Team Leadership: Build, lead, and develop a high-performing team of customer experience professionals, ensuring their professional development and growth.
  3. Collaboration and Communication: Foster strong relationships with cross-functional teams, including Product, Marketing, and Sales, to ensure seamless coordination and communication.
  4. Customer NPS: Take ownership of our Customer Net Promoter Score (NPS) and develop strategies to improve it, ensuring exceptional customer experiences and high levels of service.
  5. Client Support: Provide exceptional support to our clients, working closely with our Support Lead to ensure their needs are met.

Requirements:

  1. Leadership Experience: 4+ years of experience in customer care/customer service, with at least 2+ years in a leadership position, such as Lead of a Customer Service team.
  2. Startup Experience: Previous experience in a startup environment is highly preferred.
  3. Team Management: Proven track record of successfully managing, coaching, and developing a team.
  4. Data-Driven: Experience with customer service software (e.g., Intercom) and CRM tools (e.g., Hubspot).
  5. Structured Mindset: Strong analytical and problem-solving skills, with a data-driven mindset.
  6. Service-Oriented: Service and customer-obsessed mindset, with excellent verbal and written communication skills in English.
  7. Stakeholder Management: Strong stakeholder management skills and ability to perform under pressure.

What We Offer:

  1. Disruptive Project: Work on a project that helps entrepreneurs and small businesses focus on what they love.
  2. Professional Development: Opportunities for growth and professional development.
  3. International Growth: Be part of a startup that is growing internationally, where you can influence various teams and help shape the strategy of tomorrow.

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