Trainee in Customer Success at a cloud software company focusing on software solutions. Involved in mentoring, customer support, and project management.
About the role
- Customer Success Team Lead at ExWo overseeing team performance and customer satisfaction. Collaborating with multiple teams for operational excellence in Sofia.
Responsibilities
- Monitor individual and team performance, ensuring alignment with goals and KPIs
- Provide ongoing feedback, coaching, and support to Customer Success Agents
- Conduct regular 1:1s and contribute to performance reviews
- Support onboarding and training of new team members
- Ensure smooth day-to-day team operations
- Oversee time tracking, shift adherence, and payroll-related inputs
- Identify workflow inefficiencies and suggest improvements
- Handle escalations and complex customer cases with empathy and ownership
- Maintain high standards of customer interaction across the team
- Work closely with Engineering and internal teams to report issues and suggest enhancements
- Partner with Technical Shift Leads and other CS units on cross-training initiatives
- Contribute to continuous improvement of tools, processes, and customer journeys
Requirements
- Proven experience in Customer Success or a similar role (leadership experience is a strong advantage)
- Strong communication, leadership, and people management skills
- Ability to work in a fast-paced, dynamic environment
- Strong organizational and problem-solving skills
- Ability to influence stakeholders and collaborate across teams
- Understanding of customer behavior and service excellence
- Fluency in English
- Experience in iGaming is a plus.
- Experience with Customer Success tools and reporting systems
- Familiarity with scheduling and workforce management
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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