customer success Team Lead (philippines)StoreHub

Are you driven, results-oriented and a team player?
With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.
At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.
It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
If this is a journey you'd like to embark on, keep reading!
Requirements What you will do:
Effectively lead the Customer Success Team and evaluate their performance regularly
Analyse and improve existing Customer Success processes with focus on scalability
Ensure service levels are consistently exceeded
Establish best practices through the entire account management from onboarding, to engagement to retention
Interview Customer Success applicants and train new hires
Actively respond to queries, complaints and escalations
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on Success Team's productivity
Provide customer feedback to the appropriate internal teams, like product developers
Maintain an orderly workflow according to priorities
Manage a team of Customer Success Executives and playing an important role in growing the team to approximately 10 member by the end of the year
What you will need:
3-5 years experience in managing Customer Success teams
Strong knowledge of management methods and techniques
Solid technical background with an ability to give instructions to a non-technical audience
Awareness of industry's latest technology trends and applications
Ability to think strategically and to lead
Excellent client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Excellent speaking, reading and writing ability in English and Tagalog
BS/BA Degree or equivalent years of experience
Benefits
What makes working at StoreHub awesome (and refreshing!):
Our people - for real! StoreHubbers are some of the smartest and most interesting people you will work with. Expect to do a lot of peer-learning.
Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
It's the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There's no reward for long hours with poor results and there's no penalty for going home on time when you're producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person's contribution.
We do have all the other cool perks too:
Free Nespresso Coffee
Fully stocked fridge and pantry - ice-cream, snacks, and more yums
Free Season Parking - no more roadside headaches
Medical and Dental Outpatient Visits + Medical Insurance
Apple Macbooks for everyone
Learning Budget - for courses, books, and levelling up
We are an equal opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
StoreHub

Philippines
Permanent
Full-time