Team Lead, Customer Care

TL;DR

Team Lead, Customer Care (Customer Success): Managing a team of Customer Care Specialists to oversee the full customer lifecycle from onboarding to renewal with an accent on driving customer success, retention, and revenue growth. Focus on optimizing engagement processes, mentoring team members, and reducing churn.

Location: Hybrid (Cebu, Philippines)

Company

hirify.global is a leading global first-party data platform providing insights and data-driven solutions.

What you will do

• Lead, coach, and mentor a team of Customer Success and Inside Sales professionals.
• Set clear goals, KPIs, and performance expectations aligned with company objectives.
• Oversee onboarding, adoption, and retention strategies to ensure customer satisfaction and long-term value.
• Drive upsell and cross-sell strategies within existing accounts to promote revenue growth.
• Develop and refine scalable processes for customer engagement and sales conversion.
• Analyze team performance and customer data to report KPIs and revenue metrics to leadership.

Requirements

• 5+ years of experience in customer success, inside sales, or account management.
• 2+ years of experience managing a team in a fast-paced environment.
• Proven track record of driving customer retention and revenue growth.
• Proficiency with CRM platforms (e.g., Salesforce) and customer success tools.
• Strong leadership, coaching, and performance management skills.