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Customer Success Team Lead

2 months ago

Toronto, Ontario, Canada Financeit Full time
About the Role

We are seeking a highly skilled and experienced individual to join our team as the Team Lead, Customer Success. In this pivotal role, you will play a key part in overseeing daily operations, motivating the team, and collaborating with the manager to drive exceptional customer service experiences for our valued Partners and Borrowers.

Key Responsibilities
  • Supervise and support a team of Customer Success Representatives, providing guidance, mentorship, and ensuring their adherence to established service standards.
  • Assist in the training and onboarding of new team members, ensuring they are well-equipped to provide exceptional customer service and effectively resolve inquiries and issues.
  • Collaborate with the Customer Success Manager to implement strategies that enhance overall customer service experiences and improve operational efficiency.
  • Act as a point of escalation for complex customer inquiries and complaints, ensuring their timely and effective resolution.
  • Monitor call and email queues, ensuring prompt and effective responses to all Partner and Borrower inquiries.
  • Assist in maintaining accurate records of customer interactions and inquiries, identifying trends, and providing feedback for process improvements.
  • Support the Manager in driving team performance and achieving departmental KPIs and targets.
  • Contribute to the development of new initiatives to improve customer satisfaction and streamline customer service processes.
Requirements
  • University Degree is preferred.
  • Minimum of 23 years of experience in a customer service role, with exposure to team leadership or supervisory responsibilities.
  • Proven experience in providing exceptional customer service and resolving complex customer issues.
  • Excellent communication and interpersonal skills with the ability to effectively collaborate with cross-functional teams.
  • Strong problem-solving abilities and a keen eye for detail.
  • Proficiency in CRM systems and other relevant software applications.
  • Ability to thrive in a fast-paced, dynamic work environment.
  • Fluency in French is an asset.
What We Offer
  • Award-winning culture with a collaborative and inclusive team.
  • Competitive pay and performance-based bonus.
  • Committed to flexible work arrangements, offering hybrid workplace options.
  • Comprehensive medical, dental, and vision coverage + Lifestyle Account.
  • RRSP Matching and Parental Leave Top Up Program.
  • In-office massage, meditation, and workout sessions.
  • Virtual events such as Lunch & Learns, company parties, fun team activities, and charity initiatives.
  • Career learning and development programs.