Customer Success Team Leader (NA Timezone)

São Paulo, Brasil | Full-time | Fully remote

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ABOUT INEVENT

InEvent transforms enterprise events with digital technology. We are a B2B startup that develops intelligent solutions for virtual, in-person and hybrid events. Our software provides efficient marketing strategies and data collection. Our services include high-level management for the C-level suite and robust operational tools for analysts and managers.


CUSTOMER SUCCESS - HAPPINESS TEAM

The Happiness sector of the Customer Success department is responsible for guaranteeing customer satisfaction via chat, emails and calls from all around the world. Each Customer Success member is also responsible for giving constant feedback to superiors, to the Product Department about tech demands and regarding FAQ.

 

OPENING: CUSTOMER SUCCESS TEAM LEADER

We look for people who are passionate about costumer experience and nurturing relations! You will lead a team that follows the North American commercial hours. Your daily goal will be to lead InEventers to WOW InEvent's users and costumers with guidance and support. You should also be the first escalation point to customer's queries. 

You will have the autonomy and the responsibility to:

  • Motivate and support a growing team of InEvent's customer success specialists;
  • Ensure the team provides top-tier inbound support to our customers via live chat;
  • Build an excellent level of product knowledge and proactively keep up to date on all new procedures, products and information;
  • Act as a point of reference and technical assistance for team members;
  • Support CH Manager with retention and succession of CS specialists by assisting with new hire on-boarding and identifying training needs of the entire team;
  • Participate and communicate effectively during CH weekly catch-ups and weekly team meetings;
  • Drive and motivate your team to deliver the ultimate customer experience;
  • Set, measure and review the key performance indicators for team members through formal and informal feedback mechanisms;
  • Take responsibility for customer issues in terms of pressing for prompt closure, escalation and efficient problem resolution.

 

IDEAL PROFILE

  • Fluent English to communicate and interact with customers around the world;
  • TOEFL IBT > 95 or CAE > C1 exams are mandatory;
  • 2-3 years of Customer Success experience;
  • At least 1 year of leadership or coordinating experience;
  • Knowledge in customer experience;
  • Experience training and/or presenting software programs.
  • Passionate about talking to clients and working with technology;
  • Motivation to solve problems and share new ideas;
  • Know the importance of events and networking;
  • Very (very) resilient to learn continuously in a startup!

 

ADDITIONAL SKILLS

  • Mastering another language will be one differential for vacancy and benefits (French, German or Italian);
  • Knowledge in multiple third party software and integrations, such as Zapier, Marketo, Salesforce, etc ;
  • Knowledge with technical terms, such as DNS, CNAME, etc;
  • Experience managing C-Level accounts, stakeholder identification, managing contracts;
  • Experience with Customer Success at high-growth startups;

 

OPENING DETAILS

Location: 100% remote work

Workload: Minimum of 40 hours per week, including weekends.

Equip: Your own notebook (MAC or Windows) and mobile.

Benefits: Salary + InEvent perks. 

Start: Immediate.