About Us Sylndr was born to build trust in the Egyptian pre-owned cars market by bringing transparency and reliability and delivering best-in-class service to all stakeholders. We aim to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or buy high-quality, affordable cars seamlessly. About the role As a Customer Success Lead, you will manage and lead a team of customer success representatives to deliver outstanding customer support and satisfaction. You will ensure they surpass our customer satisfaction goals while fostering a positive and dynamic work atmosphere.
What You’ll Do...
Lead and inspire a team of customer success specialists, guiding them to exceed performance expectations and deliver exceptional support.
Proactively generate and distribute reports to relevant stakeholders, keeping everyone informed and aligned.
Maintain high-quality standards by monitoring transactions and ensuring adherence to QA guidelines.
Drive performance excellence by ensuring agents meet daily, weekly, and monthly KPIs.
Act as the frontline escalation point for challenging customer situations, providing timely resolutions and support.
Collaborate with cross-functional teams to swiftly address operational issues impacting team performance.
Stay on top of schedules and ensure adherence, keeping operations running smoothly.
Conduct monthly performance assessments for Customer Success Specialists, providing constructive feedback and coaching.
Host regular one-on-one meetings with agents to communicate feedback and updates, fostering growth and development.
Conducted pre- or post-shift meetings to align on achievements, targets, and new initiatives.
Conduct annual assessments of team members' performance, ensuring continuous improvement.
Monitor incoming call queues and performance metrics in real time to optimize efficiency.
Effectively communicate any workforce changes or scheduling adjustments to the team.
Manage staffing schedules and address absenteeism to maintain operational efficiency.
Adhere to monitoring schedules and quotas to ensure quality standards are met.
Ensure operational dashboard-related KPIs are communicated and understood by the team.
Uphold end-user privacy policies set by Sylndr, ensuring compliance within the team.
Enforce Sylndr policies and apply appropriate penalties when necessary to maintain standards.
Who You Are ?
Previous experience in a customer service role showcasing a consistent record of delivering exceptional customer support.
Demonstrated leadership or supervisory experience, preferably within a rapidly growing startup environment in E-commerce or Fintech.
Functional Level
Proficiency in numerical and operational concepts.
Familiarity with CRM systems to enhance customer interactions and operational efficiency.
Strong understanding of organizational policies and procedures.
Ability to recognize and comprehend key performance metrics.
Business Level
Aptitude for making informed decisions and engaging in business negotiations.
Ability to translate strategic plans into actionable objectives.
Effective communication of the company's vision to stakeholders.
Interpersonal Level
Exceptional leadership, communication, fairness, influence, and ownership skills.
Adaptability to change and embracing a dynamic work environment.
Efficient time management and task prioritization abilities.
Results-oriented mindset with a commitment to maintaining high-quality standards.
Proficiency in problem identification, analysis, and effective solution implementation.
Maximization of resource utilization to achieve desired outcomes.
