Team Leader - Customer Care - Student Housing Firm (2-5 yrs)
About Company:
Client is the world's first and largest marketplace for student housing. Headquartered in San Francisco, California and with offices in the US, UK, India and Australia. We have a truly global reach with more than 5 million students from 195 countries using our services every year to access a supply of over 1.5 million student rooms across the US, UK and Australia with a pipeline to expand this supply to the rest of the world in the coming year.
Job Summary:
We are looking for exceptionally great team leaders who can manage a diverse and talented team and create a world class experience for our customers. You will be a team leader (a super "manager"), an amazing coach, a product expert, seller, strategic marketer, communicator and full time hustler.
Job Description :
- Manage a team of advisors to drive throughout the post-sales lifecycle
- To make every interaction meaningful and memorable with customers
- Act as the liaison between customers and services
- Empathize with every aspect of the customer experience, putting their needs first
- Guide and coach customers with dedicated success processes
- Communicate effectively and efficiently via emails, phone and in-person meetings
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
- Identify common customer challenges and actively suggests better solutions to enhance our SLAs
- Partner with bookings processing team to help them be more effective
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
- Return important customer data and insights to the Product team, with the goal of influencing internal planning and securing the success of the company's customer base
- Craft customer success assets adapt existing customer success assets and work with product marketing to refine existing and create new on-boarding assets
- Help drive customer references and case studies
Must Have :
- At least 2+ years of experience in a customer-facing/client servicing/relevant role
- Knowledge of global trends & international markets will be highly useful as you'll be dealing with customers from 195 countries
- Should be comfortable in Shifts
- Excellent English communication
- Problem Solving Skills/ Innovative Thinker
- Bachelor's Degree
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