Mesh Payments is hiring a
VSB Team Lead

Summary

Join us at Mesh Payments in revolutionizing Travel & Expense management for global enterprises. As a highly motivated leader, you will manage a team of Customer Success Managers focused on driving success for small-to-medium-sized businesses across the EMEA region.

Requirements

• 2-3 years of previous experience in a similar leadership role within a SaaS company – (Required)
• Prior experience working with global customers and being part of international teams – (Required)
• Strong leadership skills with a proven track record of mentoring and guiding teams to success
• Effective communication skills in English, both written and spoken - ( Required)
• Demonstrated ability to take ownership, solve complex problems, and think creatively
• Strong aptitude for self-directed learning and adapting to new challenges

Responsibilities

• Ensure high levels of customer satisfaction through proactive, exceptional service delivery across chat, email, and video calls
• Oversee the customer onboarding process and provide ongoing support to maximize customer experience and the value they derive from the platform
• Act as the primary point of contact for all customer inquiries, ensuring timely and effective resolutions
• Track and analyze team performance metrics while providing coaching, feedback, and mentorship, ensuring the team consistently meets or exceeds targets
• Lead regular team meetings, communicate goals and updates, and ensure compliance with service procedures: Foster engagement and professional growth within the team
• Handle escalated customer issues promptly, ensuring a satisfactory resolution and promoting customer retention
• Identify performance gaps, trends, and areas for improvement; collaborate with other departments to streamline processes and resolve issues efficiently
• Manage and contribute to projects and tasks within the Customer Success department, ensuring they are completed successfully and aligned with team objectives
• Create and implement strategies to upsell and cross-sell additional products or services to customers