Job Description - Customer Success Team Lead

Location: Bengaluru (On-site)

About Velocity:

Velocity is a fast-growing technology company offering innovative Finance and Shipping solutions that help businesses streamline operations and improve customer experience. We leverage technology, automation, and AI-driven insights to deliver seamless financial and logistics services. At Velocity, we foster a customer-first culture focused on innovation, ownership, and continuous improvement.

Role Overview:

We are looking for a proactive and customer-focused Customer Success Team Lead to lead a high-performing customer success team supporting our shipping product. The ideal candidate will have strong experience in customer relationship management, query resolution, high-level escalation handling, and team leadership - with the ability to train and mentor CSAs while driving operational excellence and an exceptional customer experience.

Key Responsibilities:

- Lead, mentor, and manage the Customer Success team to achieve service and performance goals

- Train, coach, and onboard team members through regular sessions and structured feedback

- Ensure a superior customer experience by addressing customer needs with a customer-obsessed approach

- Own and personally handle high-level/complex escalation calls - including shipping-related issues (delivery delays, tracking, order status) - and drive timely resolution

- Monitor team performance and conduct regular one-on-ones and feedback sessions

- Collaborate with cross-functional teams (Ops, Product, Tech) to improve customer satisfaction and operational efficiency

- Analyze customer data, identify trends, and recommend process improvements

- Prepare and maintain reports, dashboards, and performance metrics using Excel

- Ensure adherence to SLAs, quality standards, and internal processes

- Drive continuous improvement initiatives and foster a culture of customer excellence

Required Skills & Experience:

- 5 - 10 years of experience in Customer Success, Customer Support, Client Servicing, or Customer Experience

- Prior experience leading or mentoring a customer success/support (CSA) team

- Hands-on experience with Freshdesk or any CRM tool is fine (Zendesk, Zoho, Freshdesk, Salesforce Service Cloud, etc.)

- Strong customer-centric mindset with excellent problem-solving and decision-making skills

- Proven experience handling high-level escalation calls and complex query resolution

- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, data analysis, reporting)

- Excellent communication and stakeholder management skills

- Ability to analyze customer data and derive actionable insights

- Experience across any industry is welcome

Preferred Qualifications:

- Background in Insurance, BPO/Call Center, Shipping, or Logistics is highly preferred, given the escalation-heavy, CRM-driven nature of this role

- Experience using AI-powered analytics or AI tools to improve customer success, reporting, or operational efficiency

- Exposure to customer analytics, automation, or process optimization initiatives

- Experience working with CSAT, NPS, CES, or SLA management

Education:

- Bachelor's degree in any discipline

- Relevant certifications in Customer Success, CRM, or Analytics are a plus