Remote Customer Success & Support Team Manager

Summary

Join ShiftCare, a leading SaaS provider specialising in healthcare management solutions, as a Customer Success Team Lead. This role requires leadership skills, experience in customer success within the B2B or B2C software industry, and a deep understanding of the North American market.

Requirements

• Education: Bachelor's degree in Business Administration, Communications, Information Technology, or a related field
• Experience: Minimum of 10 years in customer success roles within the SaaS or software industry
• At least 7 years of experience in a Customer Success supervisory or team lead position
• Experience supporting North American customers is highly preferred and working across this timezone
• Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team
• Communication Skills: Exceptional verbal and written English communication skills
• Technical Proficiency: Familiarity with CRM systems and CS software tools
• Problem-solving: Strong analytical skills with the ability to handle challenging situations effectively
• Time Management: Excellent organisational skills with the ability to prioritise tasks and meet deadlines
• Cultural Awareness: Understanding of North American culture and customer service expectations

Responsibilities

• Lead and Mentor: Manage a team of customer success associates, customer support team, providing guidance, training, and performance evaluations
• Recruitment: Assist in hiring and onboarding new team members to expand the team as needed
• Performance Monitoring: Set and manage to clear KPIs and regularly assess team performance, providing feedback and coaching
• Oversee Daily Activities focussed on the core metrics, staff performance and outcomes requires across Onboarding, Account Management and Expansion
• Escalation Handling: Manage complex customer issues escalated by the team, ensuring satisfactory resolutions
• Quality Assurance: Implement quality control measures to maintain high service standards
• Policy Development: Create and update customer success, support policies and procedures to enhance efficiency
• Feedback Loop: Gather customer feedback to identify common issues and collaborate with the Product team for improvements
• Reporting: Generate regular reports on customer success metrics, identifying trends and defining areas and initiatives for improvement

Benefits

Remote Work Setup: Reliable high-speed internet connection and a dedicated workspace