Team Lead, Customer Success

2 days ago

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We simplify complex sales transactions for businesses and their customers.

Consumer Financing • POS Financing • Installment Loans • Payment Plans • Home Improvement

201 - 500

Description

•Supervise and support a team of Customer Success Representatives, providing guidance, mentorship, and ensuring their adherence to established service standards. •Assist in the training and onboarding of new team members, ensuring they are well-equipped to provide exceptional customer service and effectively resolve inquiries and issues. •Collaborate with the Customer Success Manager to implement strategies that enhance overall customer service experiences and improve operational efficiency. •Act as a point of escalation for complex customer inquiries and complaints, ensuring their timely and effective resolution. •Monitor call and email queues, ensuring prompt and effective responses to all Partner and Borrower inquiries. •Assist in maintaining accurate records of customer interactions and inquiries, identifying trends, and providing feedback for process improvements. •Support the Manager in driving team performance and achieving departmental KPIs and targets. •Contribute to the development of new initiatives to improve customer satisfaction and streamline customer service processes.

Requirements

•University Degree is preferred. •Minimum of 2-3 years of experience in a customer service role, with exposure to team leadership or supervisory responsibilities. •Proven experience in providing exceptional customer service and resolving complex customer issues. •Excellent communication and interpersonal skills with the ability to effectively collaborate with cross-functional teams. •Strong problem-solving abilities and a keen eye for detail. •Proficiency in CRM systems and other relevant software applications. •Ability to thrive in a fast-paced, dynamic work environment. •Fluency in French is an asset.

Benefits

•An award-winning culture with a collaborative & inclusive team •Competitive pay and performance based bonus •Committed to flexible work arrangements, offering hybrid workplace options •Comprehensive medical, dental and vision coverage + Lifestyle Account •RRSP Matching and Parental Leave Top Up Program •In office massage, meditation & workout sessions •Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives •Career learning and development programs