Customer Success Lead
Cairo Customer Experience – Customer Success / Full-Time / On-site Sylndr was born to build trust in the Egyptian pre-owned cars market by bringing transparency and reliability and delivering best-in-class service to all stakeholders. We aim to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or buy high-quality, affordable cars seamlessly.
About the role As a Customer Success Lead, you will manage and lead a team of customer success representatives to deliver outstanding customer support and satisfaction. You will ensure they surpass our customer satisfaction goals while fostering a positive and dynamic work atmosphere. + Lead and inspire a team of customer success specialists, guiding them to exceed performance expectations and deliver exceptional support.
+ Proactively generate and distribute reports to relevant stakeholders, keeping everyone informed and aligned.
+ Maintain high-quality standards by monitoring transactions and ensuring adherence to QA guidelines.
+ Drive performance excellence by ensuring agents meet daily, weekly, and monthly KPIs.
+ Act as the frontline escalation point for challenging customer situations, providing timely resolutions and support.
+ Collaborate with cross-functional teams to swiftly address operational issues impacting team performance.
+ Stay on top of schedules and ensure adherence, keeping operations running smoothly.
+ Conduct monthly performance assessments for Customer Success Specialists, providing constructive feedback and coaching.
+ Host regular one-on-one meetings with agents to communicate feedback and updates, fostering growth and development.
+ Conducted pre- or post-shift meetings to align on achievements, targets, and new initiatives.
+ Conduct annual assessments of team members' performance, ensuring continuous improvement.
+ Monitor incoming call queues and performance metrics in real time to optimize efficiency.
+ Effectively communicate any workforce changes or scheduling adjustments to the team.
+ Manage staffing schedules and address absenteeism to maintain operational efficiency.
+ Adhere to monitoring schedules and quotas to ensure quality standards are met.
+ Ensure operational dashboard-related KPIs are communicated and understood by the team.
+ Uphold end-user privacy policies set by Sylndr, ensuring compliance within the team.
+ Enforce Sylndr policies and apply appropriate penalties when necessary to maintain standards.
+ Previous experience in a customer service role showcasing a consistent record of delivering exceptional customer support.
+ Demonstrated leadership or supervisory experience, preferably within a rapidly growing startup environment in E-commerce or Fintech.
+ Proficiency in numerical and operational concepts.
+ Familiarity with CRM systems to enhance customer interactions and operational efficiency.
+ Strong understanding of organizational policies and procedures.
+ Ability to recognize and comprehend key performance metrics.
+ Aptitude for making informed decisions and engaging in business negotiations.
+ Ability to translate strategic plans into actionable objectives.
+ Effective communication of the company's vision to stakeholders.
+ Exceptional leadership, communication, fairness, influence, and ownership skills.
+ Adaptability to change and embracing a dynamic work environment.
+ Efficient time management and task prioritization abilities.
+ Results-oriented mindset with a commitment to maintaining high-quality standards.
+ Proficiency in problem identification, analysis, and effective solution implementation.
+ Maximization of resource utilization to achieve desired outcomes.
