Customer Success Team Lead (REMOTE)
At a glance
Senior Customer Success role at Impact Brands, LLC. Remote, Sri Lanka · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Run the customer success team’s daily work, keeping service standards high and customers from leaving
- Guide team members and coach them one-on-one to build their skills and improve performance
- Track attendance and agent efficiency across daily, weekly and monthly reviews to manage coverage
- Review customer feedback and support data, then use the patterns to improve satisfaction and retention
What you bring
- Background in customer support, team leadership or a similar role, focused on satisfaction and retention
- Strong communication and leadership skills, with the ability to read data and spot improvement trends
- Careful organization and problem-solving, with close attention to detail
Who this fits
This senior role suits someone who can lead a customer success team while staying close to agent coaching, service quality and retention. It is remote, and the listing gives Colombo, Sri Lanka as the location.
From the employer
IMPACT BRANDS is a leading contributor to the health and wellness industry. With a journey from 5 to over 350 colleagues, and the expansion to a diverse family of 7+ brands (PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, Nature's Blast). We are dedicated to helping improve the lives of people all over the world.
At IMPACT BRANDS, we embrace remote work culture and cherish open-mindedness, high energy, and adaptability qualities that are essential in our dynamic environment. We prioritize the growth of every team member, regardless of their location, offering advancement from intern to leadership roles.
IMPACT BRANDS has already positively impacted the lives of 3 million people worldwide. Join us as a remote Customer Success Team Lead and let’s impact billions together!
Our Treats:
Remote work. We are a fully remote organization, allowing you to work from any location.
More free time. Enjoy 15+ Working Days of Holidays to recharge and relax from work.
Internet subsidy. To ensure seamless communication and access to remote work we will assist you with an additional budget for high-speed internet.
Health and wellness budget. We value your well-being - investment in your health is not just encouraged but actively supported.
Birthday Gift. Celebrate your special day with additional time-off.
Team spirit. Enjoy regular team-building activities and engaging online events.
Professional growth. Exceptional performance is recognized and rewarded, offering opportunities for career advancement based on your contributions to our success.
Volunteering. Embrace the opportunity to dedicate 2 paid days each year towards personal growth and community impact.
Permanent contract. Enjoy stability with long-term growth opportunities.
Global flatwork culture. The chance to influence the company right from the start and foster collaboration across borders.
A whole bunch of other benefits.
Bits of your job:
Oversee the daily operations of the Customer sucess team, ensuring high service standards and strong customer retention
Provide support and guidance to team members
Monitor and track team attendance to ensure adequate coverage
Conduct one-on-one coaching sessions to enhance agent performance and skills
Assess and track agent efficiency on a daily, weekly, and monthly basis
Analyze customer feedback and support data to identify trends and implement improvements that increase customer satisfaction and retention
And other tasks
Key expectations:
Proven experience in customer support, team management, or a similar role with a strong focus on customer satisfaction and retention
Strong communication and leadership skills
Ability to analyze data and identify trends for process improvement
Detail-oriented with excellent organizational and problem-solving abilities
Compensation: From $650 - $750 per month
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