VirtualStaff365 is hiring a
Client Success Team Leader

Summary

The Client Success Team Leader will be responsible for delivering a positive customer experience by overseeing various teams, managing escalations, providing ongoing support to clients, and ensuring successful client onboarding and engagement. The role requires proven experience in leading and managing a team, strong background in customer service management, excellent communication skills, and proficiency in using customer service and sales tools.

Requirements

• Proven experience in leading and managing a team, preferably within customer service or client success
• Strong background in customer service management, including handling escalations, managing customer complaints, and maintaining client satisfaction
• Ability to provide coaching, mentoring, and constructive feedback to team members to improve performance
• Experience in recruitment and selection processes, ideally in collaboration with HR or People and Culture teams
• Excellent verbal and written communication skills to maintain effective internal communication and ensure team accountability
• Ability to develop and maintain departmental policies and procedures aligned with the company's Vision, Mission, and Values
• Experience in sales administration, including lead management, CRM tools (e.g., Highrise), and overseeing call recordings for training and development
• Demonstrated experience in client success, including client onboarding, ongoing engagement, and relationship management
• Strong problem-solving skills to resolve client inquiries and conflicts efficiently
• Ability to drive innovation and solutions to enhance the client experience and support client retention and revenue generation
• Strong time management skills to oversee workload, monitor tasks, and ensure adherence to standards and timelines

Responsibilities

• Leadership: Develop and maintain departmental policies and procedures aligned with the company's Vision, Mission, and Values
• Leadership: Provide coaching, mentoring, and constructive feedback to team members
• Leadership: Oversee the recruitment and selection process in collaboration with People and Culture
• Customer Service Management: Oversee the Customer Service Team to ensure adherence to standards and timelines
• Customer Service Management: Monitor tasks, emails, and call quality to prioritize workload and improve performance
• Customer Service Management: Manage escalations, customer complaints, and maintain client satisfaction
• Client Support: Ensure all client interactions are promptly recorded and acknowledged
• Client Support: Resolve client inquiries and conflicts efficiently
• Client Support: Monitor and respond to urgent client support tasks promptly
• Client Support: Provide ongoing support and maintain client relationships through routine check-ins
• Sales Administration and Support: Review and monitor daily lead reports and lead allocation
• Sales Administration and Support: Ensure accurate lead entry and follow-up
• Sales Administration and Support: Audit the correct use of Highrise by Account Managers and Customer Service Teams
• Sales Administration and Support: Oversee call recordings for training and development purposes
• Client Success: Oversee the Client Success Team to ensure standards and timelines are met
• Client Success: Ensure successful client onboarding and ongoing engagement with the client products and services
• Client Success: Drive innovation and solutions to enhance the client experience
• Client Success: Support client retention and revenue generation through regular communication and check-ins

Preferred Qualifications

Proficiency in using customer service and sales tools, such as CRM software, and familiarity with medical-grade technology or related industries is a plus

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Paid leave
• Christmas Bonus