Customer Success Team Lead

Summary

Join Fi, a company revolutionizing the dog-human relationship through cutting-edge technology, as a Customer Success Team Lead! This role combines operational management with strategic leadership, ensuring exceptional customer experiences and agent growth. You will lead, mentor, and develop a CX team, optimizing processes and driving performance. The position requires experience leading CX teams and proficiency in relevant platforms. This is a full-time position with a Tuesday-Saturday schedule following Eastern Time. Fi offers a competitive salary and a comprehensive benefits package.

Requirements

• Experience leading CX teams or managing operational workflows in a fast-paced, customer-facing environment
• Proven ability to coach and develop team members to meet and exceed performance expectations
• Proficiency in Zendesk or similar CRM platforms, and familiarity with scheduling tools like Assembled
• Strong critical thinking and problem-solving skills, with a customer-first mindset
• Excellent verbal and written communication skills
• Demonstrated ability to analyze metrics, identify trends, and implement solutions to improve outcomes
• Flexibility to act as Lead on Call during rotating shifts and provide support when needed

Responsibilities

• Lead, mentor, and develop CX agents across email, chat, and phone channels to achieve KPIs like ticket resolution, QA scores, CSAT, and adherence
• Conduct coaching sessions, performance reviews, and career development discussions
• Act as Lead on Duty (LoD), monitor real-time performance, manage escalations, adjust staffing schedules, and ensure seamless CX operations
• Serve as a go-to resource on specific markets or products, provide actionable solutions, and collaborate with cross-functional teams to improve customer journeys
• Drive the team to achieve and exceed key performance metrics, using data to identify improvement opportunities and ensure high efficiency
• Gather frontline insights to refine workflows, champion the voice of the customer, and enhance overall customer experiences
• Oversee BPO partner performance, monitor ticket handling for quality, and address negative CSAT responses with corrective actions
• Balance agent management with special projects, working cross-functionally to align efforts and achieve strategic goals
• Monitor KPIs, identify trends, and provide actionable feedback to improve operational processes and service quality
• Leverage platforms such as Slack, Zendesk, and Assembled to manage communication, ticket monitoring, scheduling, and performance reporting effectively

Benefits

• Unlimited Vacation
• Commuter Benefits
• Medical/Dental/Vision coverage
• FSA
• 401(k)
• Stocked Kitchen
• Team Lunches
• Perkspot Discounts
• Access to Talkspace, Kindbody, Peloton One, and Citibike
• $2,000 / month donated to dog-related charities (it's our #Barkback program)
• $65,000 - $80,000 a year