Customer Success Team Lead

Who you are

You have a proven track record in customer success or support, demonstrating your ability to lead teams and enhance customer experiences. Your strong communication skills enable you to effectively engage with customers and internal stakeholders alike, ensuring that inquiries are addressed promptly and efficiently. You thrive in a collaborative environment, working closely with various departments to resolve issues and implement improvements based on customer feedback. Your analytical mindset allows you to capture valuable insights from customer interactions, which you leverage to drive product and service enhancements. You are adaptable and ready to tackle challenges, ensuring that customer satisfaction remains a top priority.

Desirable

Experience in the payments or fintech industry is a plus, as it equips you with the knowledge to understand customer needs in this sector. Familiarity with customer relationship management (CRM) tools can enhance your ability to track and manage customer interactions effectively. A background in project management can also be beneficial, as you will contribute to operational excellence projects and coordinate with relevant stakeholders.

What you'll do

As the Customer Success Team Lead at Xendit, you will oversee a dedicated team that provides exceptional support to our customers during operational hours. You will be responsible for addressing customer inquiries and issues, ensuring that they receive the attention and care they deserve. Your leadership will guide the team in capturing important customer insights, which will be instrumental in driving continuous improvement in our products and services. You will collaborate with various departments to resolve customer inquiries, fostering a culture of teamwork and shared responsibility.

In addition to managing day-to-day operations, you will drive or contribute to changes and implementations that enhance our customer success initiatives. You will generate ideas for operational excellence projects based on your experience in handling customer inquiries, ensuring that our processes are efficient and effective. Your role will also involve coordinating with relevant stakeholders to ensure that customer feedback is integrated into our product development and service delivery strategies.

What we offer

At Xendit, we pride ourselves on being a rapidly growing company backed by top-tier investors. You will have the opportunity to work in a dynamic environment where your contributions directly impact our customers and the overall success of the company. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to simplify payments across Southeast Asia and make a meaningful difference in the lives of businesses and entrepreneurs in the region.