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Customer Success Team Lead
Excelsior Works. Lead and support Customer Support Agents based across Sofia and Quebec .
About the role
Key responsibilities & impact- Lead and support Customer Support Agents based across Sofia and Quebec
- Own individual and team performance, development, and engagement
- Conduct regular 1:1s and coaching sessions
- Provide constructive feedback, recognise strong performance, and address performance issues
- Build an accountable and collaborative team culture across locations and time zones
- Monitor CSAT, quality, accessibility, productivity, and repeat-contact metrics
- Investigate performance trends and their underlying causes, and determine appropriate actions
- Use data, customer feedback, and observations to identify improvement opportunities
- Keep management informed with clear updates, context, and recommended actions
- Ensure Quebec-based remote team members receive equal context, communication, feedback, support, and development opportunities
- Develop understanding of the Quebec market, customers, recurring issues, and operational needs
- Identify market-specific gaps and process opportunities, resolve team-level issues, and involve relevant stakeholders when needed
- Follow issues through to resolution and help build processes as the Quebec operation grows
- Collaborate with Product, CRM, Payments, Risk, Training, Quality, Engineering, and other teams
- Share Support insights and feedback with stakeholders and follow up on cross-functional actions
Requirements
What you’ll need- Experience in Customer Support, Customer Success, or a similar customer-facing environment
- Previous experience leading or managing people is a strong advantage
- Experience working with remote or distributed teams is a strong plus
- Strong people management, coaching, and communication skills
- Comfortable giving direct feedback and setting clear expectations
- Strong analytical and problem-solving skills
- Ability to look beyond performance numbers and understand what is driving them
- Strong ownership and ability to follow issues through to resolution
- Comfortable working in situations where there isn’t always an established process
- Ability to make sensible decisions with imperfect or incomplete information
- Proactive approach — you notice things, ask questions, and take action without waiting to be told
- Ability to work independently while knowing when to involve other stakeholders
- Strong cross-functional collaboration skills
- Comfortable working across locations and time zones
- Fluent in English
- French is not mandatory for this role
Benefits
Comp & perks- Hybrid work arrangement with agents based in the Sofia office and remotely across Quebec
- Coaching, feedback, recognition, and development opportunities
- Opportunity to take ownership of and help build the Quebec operation and its processes