Team Lead/Customer Success Manager

• Build strong business relationships with their respective accounts by making sure that their needs and expectations are fulfilled
• Manage client complaints and resolve issues effectively and in a timely manner
• Manage client's usage through proper planning and setting client's expectations. Consequently, increase usage of under-utilized accounts by working closely with the Executive Assistants.
• Be a promoter of MySigrid's values and help maintain a positive working environment for all staff
• Perform daily overall health checks of each account's mailboxes
• Provide immediate support to all staff relevant to his/her clients, including but not limited to processes and SOPs
• Assist and monitor staff with the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management
• Assist and monitor staff in case of mistakes and learning opportunities and ensure immediate reporting of such cases
• Provide coaching and training to staff as required
• Ensure the quality of work of all staff including specialists by doing weekly quality audits in compliance with our SOPs
• Ensure that the client's preferences and information are captured and stored securely in compliance with our SOPs
• Identify process and knowledge gaps and provide probable solutions, whether short-term or long-term
• Initial check of requested leave dates, making sure that there is no shortage of resources on any given day, and endorse them to the manager for final approval
• Assist management in roll-out any new processes, policies, or projects
• Any other responsibility that may be temporarily assigned by the manager to promote growth and continuous improvement

• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener

• At least 1 year in the Customer Service/Success supervisory/team lead role

• Competitive salary package.

• Vacation leave and Sick leave credits.
• HMO Package for the employee and two codependents.
• Reimbursable internet charges.
• Comprehensive training and continuous learning advantages.
• Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes.
• High importance to work-life balance with the opportunity to work from home part of the week.
• Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company.
• Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues.
• Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.

MySigrid