الوصف الوظيفي
Customer Success LeadCairo 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.
