Customer Success Team Lead

MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level – better connect with customers. With 90 percent of messages read within 90 seconds, MessageMedia drives business success by creating engaging mobile experiences that customers love. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 50,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business Upgrade to see actual infossageMedia is looking to recruit a Customer Success Team Lead to work remote from the Philippines to support their customers through a large migration project whilst ensuring an exceptional customer experience.

This is a contract position for approx. 12 months and the successful candidate will additionally help to recruit 3 other customer support members in the Philippines to join their customer support team.

Key responsibilities of the Customer Success Team Lead will include;

• Outbound email and phone calls to customers to prepare the customer for migration
• Thoroughly understand each customer case and problem solve any cases if necessary
• Answer inbound calls and emails from customers who need assistance
• Escalate any customer queries to internal departments for resolution
• Proactively work to remove barriers to resolve customer concerns
• Identify training needs and provide coaching to ensure a high level of customer care is provided
• Lead team meetings and conduct one on ones with the Customer team

To be successful in this role, you will need to have exceptional customer service skills plus 3 or more years’ experience in a customer success or customer service role. You will have previous experience leading a customer service team and be passionate about delivering an awesome customer service experience. The ability to work as part and contribute positively and proactively to a team is essential. This role will involve you working remotely from home; therefore, you must be able to work autonomously and have a high level of self-motivation.

You will need to have a good internet connection and your own office set up (including a lap top/computer) with the ability to make and receive phone calls using our cloud-based phone system.

If interested in this opportunity, please make sure you provide a link to your Upgrade to see actual infoerviews for this role will be commencing immediately.