Lead - Customer Service

Key Responsibilities:

- Day-to-day support operations, resolving escalations, improving service processes, and analysing key performance metrics.

- Relationship Management: Serve as the strategic advisor for key accounts, ensuring high engagement and retention

- Team Leadership: Manage and mentor a team of Customer Success Managers, fostering a culture of ownership and excellence

- Churn & Retention: Analyze churn risk, implement proactive measures to retain clients, and improve NPS

- Customer Journey Mapping: Build and optimize the customer journey across touchpoints to drive satisfaction

- Escalation & Issue Resolution: Act as a key escalation point and ensure timely, effective resolutions

- Data & Insights: Monitor usage metrics, prepare reports on account health, and identify growth opportunities

- Cross-functional Collaboration: Partner with Product, Tech, Sales, and Ops to address client feedback and enable business impact

- Process Optimization: Develop scalable processes and playbooks to deliver a consistent, high- quality customer experience

- Customer Communication: Own client communication frameworks including newsletters, QBRs, and training content

Required Skills & Qualifications:

- Education: Bachelor's degree required; MBA preferred

- Experience: 8-12 years in Customer Success, Account Management, or Client Services

- Domain: Prior experience in eCommerce, SaaS, logistics, or tech platform environments preferred