Customer Success - Team Lead

for San Francisco, California, United States

Whats is ENVST ?

ENVST is a members-only platform that offers you exclusive rewards for better investing.

You should apply if:

  • Minimum 3-4 years of experience in team handling 

  • Managing the floor, adherence to schedule and deadlines, employee’s attendance management and problem resolution. Ensure adequate staffing levels to maintain service levels and employee satisfaction 

  • Deliver tailored, inspirational and effective coaching to Customer Care Executives

  • Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions. 

  • Motivate, Collaborate and Inspire team members to have a passion to serve

  • Create an environment in which the employee feels their contribution is valued in extraordinary customer service 

  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance 

  • Participate in the selection, training and development of high performing and highly engaged team members 

  • Lead by example, promoting best behaviors and encouraging an effective and positive work environment

  • Challenge your team to - raise the bar and drive continuous improvement

  • Build talent pipeline by identifying staff with high potential for succession planning and coaching. 

  • Encourage risk-taking and empowerment within the agreed process and standards to address customer needs. 

  • Analyze metrics and any issues that could affect achievement of service levels immediately. 

  • Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Average handling time, Schedule adherence, etc 

  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services 

  • Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.

  • Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role. 

  • Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges. 

  • Open to work 24*7 and rotational week-offs

  • Excellent written and verbal communication skills

  • Fluent in English and Hindi. 

  • General athlete, jack-of-all-trades, and strong business acumen

  • Hungry and humble, low ego and willing to do whatever it takes to succeed

  • Thoughtful, curious and a problem-solver

  • Personable and collaborative, able to work across teams and functions

  • Does not need structure, eager to carve own path

What you will do:

  • Understand and demonstrate value to the customer

  • Discover and solve stated and not stated customer problems. 

  • Proactive in identifying the root cause of the issue and work towards eliminating this cause internally

  • Manage and resolve issues faced during the customer lifecycle 

  • Drive product adoption and ensure the exceptional user experience

  • Manage account health and identify opportunities to improve product offering

  • Act as the voice of the customer for other teams within Dreamplug, in particular, the product team.

  • Work with cross-functional teams to ensure customer satisfaction

  • Manage customer expectations in terms of what the product can and cannot achieve

  • Collaborate with customers and be able to see situations from multiple perspectives