Remote Customer Success Team Lead — Drive Impact

SEARADAR; Cascais; Teletrabalho; Confidencial; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

Autonomy

Impactful leadership

CS process improvements

Resumo da oferta

SEARADAR is seeking a Customer Success Team Lead to guide the daily work of the CS team, uphold high service standards, and support managers in complex cases. This hands-on leadership role focuses on people management while staying close to customer operations.

You will oversee team performance, drive process improvements, and coordinate with Sales, Finance, Supply, and Product to optimize the customer journey. This remote role offers significant impact and autonomy.

Qualificações

• 2+ years in Customer Success or similar.
• Experience leading teams and owning performance.
• Strong ability to handle complex customer situations.
• Fluent English and Russian.
• Experience in TravelTech, yachting, Travel services is a plus.
• Experience with AMO CRM is a plus.

Responsabilidades

• Lead the daily work of the Customer Success team and maintain high service standards.
• Act as main escalation point for complex or sensitive cases and coordinate cross‑functional efforts.
• Monitor CS metrics (NPS, SLA, response times, retention) and drive improvements.
• Develop and refine CS processes, playbooks, templates, and training materials.
• Collaborate with Sales, Finance, Supply and Product to resolve client issues.

Conhecimentos

Team leadership

Customer success

Escalations handling

KPIs & analytics

Process improvement

Coaching

Ferramentas

AMO CRM

Descrição da oferta de emprego

SEARADAR is seeking a Customer Success Team Lead to guide the daily work of the CS team, uphold high service standards, and support managers in complex cases. This hands-on leadership role focuses on people management while staying close to customer operations.

You will oversee team performance, drive process improvements, and coordinate with Sales, Finance, Supply, and Product to optimize the customer journey. This remote role offers significant impact and autonomy.