Success Service Team Lead

TL;DR

Success Service Team Lead (Customer Support): Leading and coaching a team to support and train Guides on platform services and booking processes with an accent on customer success and operational collaboration. Focus on managing communications, reporting performance, and improving processes to ensure seamless customer and Guide experiences.

Location: Remote within EST timezone, Buffalo, NY, United States

Company

hirify.global is a company operating in the SaaS domain providing platform-based services.

What you will do

• Contact and train Guides to maximize use of company services and technology.
• Assist Guides with booking concerns and manage their first booking experience.
• Coordinate with customers pre- and post-trip to ensure seamless experiences.
• Escalate complex issues to appropriate teams and track communications.
• Lead process improvement initiatives and coach team members on performance.
• Prepare and present performance reports and train future team members.

Requirements

• Must have experience in Customer Success or Account Management, preferably in SaaS or platform environments.
• Strong verbal and written communication skills for training and coordination.
• Ability to resolve booking issues and escalate appropriately.
• Experience in training, coaching, and providing feedback.
• Analytical skills for data reporting and action plan development.
• Ability to collaborate effectively with cross-functional teams.
• Tech-savvy with familiarity in CRM and booking platforms.
• Organizational skills to manage multiple tasks and deadlines.
• Proactive and adaptable attitude to changing business needs.

Culture & Benefits

• Permanent work from home with flexible schedule within client's business hours.
• HMO coverage for eligible locations.
• Immediate hiring and steady freelance job opportunity.