Team Lead - Customer Success

Naukri Assist hiring for Clean Harbors (a client of Naukri Assist); Pune District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Naukri Assist is hiring a Customer Success Team Leader to oversee an inbound service and sales team in Pune. You will guide, coach, and motivate representatives to meet service and sales targets while maintaining high customer satisfaction.

The role demands strong leadership, a track record in customer success or sales operations, and the ability to drive performance improvements. The ideal candidate will have experience leading teams, coaching for upsell/cross-sell, and delivering excellent

Qualifications

• 2+ years of operational excellence and people management experience.
• Experience overseeing a team of 10-12 FTEs.
• Preferably in Sales or Customer Success/Customer Care domains.

Responsibilities

• Lead, motivate, and coach a team of inbound customer service and sales representatives, ensuring alignment with goals and performance targets.
• Drive team performance in achieving sales targets through coaching and support, enabling upsell and cross-sell.
• Ensure high-quality customer service, addressing inquiries promptly and maintaining positive relationships.
• Oversee day-to-day operations of the inbound team, ensuring efficient service and sales processes.
• Facilitate ongoing training, coaching, and development for product knowledge, sales techniques, and customer service skills.
• Drive KPIs, monitor performance, and provide regular feedback to drive improvement; analyze data for insights.
• Act as primary escalation point for complex inquiries, ensuring timely resolutions.
• Collaborate with training, quality assurance, and operations to optimize processes and implement best practices.
• Identify opportunities to build customer loyalty and long-term relationships.

Skills

Team leadership

Coaching

Sales

Customer service

Job description

Job Overview: We are seeking an experienced, results-oriented Customer Success Team Leader to oversee our inbound service and sales team. The ideal candidate will have a strong background in customer service, sales, and leadership, with a proven ability to drive both customer satisfaction and sales performance. As a Team Leader, you will guide and inspire a team of representatives handling both service and sales inquiries, ensuring seamless service delivery, and meeting sales targets while maintaining high customer satisfaction.

Responsibilities

• Team Leadership & Development: Lead, motivate, and coach a team of inbound customer service and sales representatives, ensuring they are aligned with business goals and consistently meet performance targets.
• Sales Performance: Drive team performance in achieving sales targets through effective coaching and support, ensuring representatives are equipped to upsell and cross-sell in a way that enhances the customer experience.
• Customer Satisfaction: Ensure that the team delivers high-quality customer service, handling inquiries professionally, addressing issues promptly, and maintaining positive customer relationships.
• Operational Excellence: Oversee the day-to-day operations of the inbound team, ensuring that all service and sales processes are followed efficiently and effectively.
• Training & Onboarding: Facilitate ongoing training, coaching, and development programs for team members to enhance product knowledge, sales techniques, and customer service skills.
• Performance Monitoring & Reporting: Driving KPIs for the team, tracking individual and team performance, and providing regular feedback to drive improvement. Analyze team data to identify trends and actionable insights.
• Escalation Management: Act as the primary point of escalation for complex customer inquiries, ensuring that all concerns are resolved in a timely and professional manner.
• Collaboration & Continuous Improvement: Work with internal teams, including training, quality assurance, and operations, to optimize processes, identify improvement areas, and implement best practices to enhance service delivery.
• Customer Retention & Engagement: Identify opportunities to build customer loyalty, proactively addressing concerns and ensuring that customers needs are met in a way that supports long-term relationships.

Skills Required

• 2+ years of operational excellence and people management experience, overseeing a team of 10-12 FTEs, preferably in Sales or Customer Success/Customer Care domains, and a total of 6 years of professional experience."