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Customer Service
Client Success Team Lead
@Sprypointservices
[Hiring] Client Success Team Lead @Sprypointservices
Mar 21, 2025 - Sprypointservices is hiring a remote Client Success Team Lead. đź’¸ Salary: competitive compensation package. đź“ŤLocation: Canada.
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Role Description
We are currently seeking a Client Success Team Lead to join our growing team and help us exceed customer expectations. Within this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first mindset. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients.
- Define team and individual goals, training plans, and career development objectives
- Conduct regular one-on-one meetings with team members to monitor progress and support their growth
- Perform annual performance reviews for your team members
- Collaborate with other team leads to identify training needs and develop solutions
- Assist in the recruitment, onboarding, and effective ramping of new team members
- Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics
- Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement
- Implement strategies to enhance team performance
- Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents
- Provide expert-level troubleshooting and resolution for complex technical issues
- Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers.
- Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process.
- Provide consistent oversight on ticket progress to make certain client timelines and expectations are met
- Ensure the team follows established quality standards and adheres to company and departmental policies and procedures
- Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends
- Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness
- Collaborate with other departments to streamline processes and deliver a seamless client experience
- Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment
Qualifications
- 3 - 5 years of experience in the utility software industry
- 3 - 5 years people management
- Experience with CRM software (FreshDesk, Jira, Zendesk)
- Previous experience in leading a team of 5+ people
- Strong experience in relationship building
- Previous experience with CIS, ERP, EAM software applications
Requirements
- Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software
- Thorough understanding of modern web application support methodologies
- Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
- Mastery of office productivity suites such as Microsoft Office and Google Docs
Benefits
- Remote-first and autonomous working environment with flexible working hours
- Competitive compensation package
- Macbook + $500 towards your home office setup
- Health, dental, vision, and life insurance
- Generous PTO, ½ day Summer Fridays, and flexible sick days
- RRSP (Canada) and 401k (US) matching program
- Professional development courses, $2,500 annual tuition assistance, and a book bounty program
- Annual company events (SpryPalooza!) and team offsites
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| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
competitive compensation package
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
