Team Lead – Customer Success

About the job

Team Lead – Customer Success Job Overview: The Team Lead – Customer Success at Dot and Key is responsible for supervising daily customer support operations and guiding a team of support representatives to deliver excellent customer experiences. This role focuses on team coordination, performance monitoring, handling escalations, and ensuring customer queries are resolved efficiently in line with company standards. Key Responsibilities: 1) Team Supervision: • Lead, guide, and support the customer support team in day-to-day activities. • Conduct regular check-ins, provide constructive feedback, and foster professional growth. • Assist with workforce planning, scheduling, and resource allocation based on support needs. 2) Customer Experience: • Ensure the team delivers high-quality, customer-centric service. • Analyze customer feedback and support interactions to identify improvement opportunities. • Handle escalated or complex customer issues and ensure timely resolutions. 3) Process Improvement: • Monitor existing support processes and recommend updates to enhance efficiency. • Implement best practices to improve response time, quality, and overall service effectiveness. • Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction. 4) Training & Development: • Support onboarding and training for new team members. • Ensure team members stay updated on product knowledge, policies, and support guidelines. • Encourage continuous learning and skill development within the team. 5) Cross-Functional Collaboration: • Coordinate with teams such as Sales, Product, and Marketing to resolve customer concerns effectively. • Share customer insights and recurring issues with relevant departments to enhance products and processes. 6) Reporting & Analysis: • Prepare periodic reports on team performance, customer trends, and issue patterns. • Use data-driven insights to improve support operations and team output. 7) Compliance & Standards: • Ensure adherence to company policies, quality standards, and compliance requirements. • Maintain professionalism and ensure consistent delivery of exceptional customer service. Qualifications: • Bachelor’s degree in Business Administration, Communications, or a related field (preferred). • 4–6 years of experience in customer success, with at least 1–2 years in a team lead or supervisory role. • Strong communication, leadership, and problem-solving skills. • Experience working with customer support tools, CRM platforms, and support metrics.

Requirements

• Customer Support
• Team Leadership

Qualifications

• Bachelor’s degree

Preferred Technologies

• Customer Support
• Team Leadership