Job descriptionas a team lead, you will play a crucial role in the growth and development of new and current team members. You will embody a customer- and people-centric approach, leading your efforts with our company culture and values.you will partner with managers to provide support and coaching opportunities for agents, assist in identifying team member challenges, and collaborate with management to create strategic improvements, training material and processes for the team.act as a peer mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.acquaint yourself with department kpi, goals, and targets, implementing them into training improvement plans and accountability.create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, csat, etc.serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the customer success organization.drive results-based outcomes on improvements in team overall performance and metrics.monitor and maintain proper kpi expectations around daily team functions such as tickets, calls, and customer communications.continued training and development on new product features and launches for both the team and yourself.identify areas of opportunity by analyzing trends in data.ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.implement and enforce standard operating procedures (sops) for customer success workflows, ensuring consistency and efficiency across the team.continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.create and record training materials as needed to address internal training requirements.perform other duties as assigned or modified based on changing business needs.required skills and qualificationswe are looking for an individual with a passion for mentoring, leading, and contributing to the professional development of those around them. The ideal candidate will possess:associate's or bachelor's degree (equivalent experience is a plus)saas software experienceproject management skills (experience is a plus)strong collaboration, time-management, influencing, and prioritization skillsthe ability to build and maintain relationships both internally with the team and externally with customersexcellent listening, presentation, and communication skills at all levelstechnically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team successtraining and mentoring excellencestrong customer-facing communication skillsexcellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholdersstrong leadership and team management skills with a proven ability to motivate and inspire othersability to thrive in a fast-paced environmentability to think critically and problem-solve in high-pressure situationssolutions-based mindsetbasic computer and excel skillsstrong documentation skills, including the ability to create, maintain, and improve internal documentation and processesbenefitsthis role offers a competitive salary and benefits package, as well as opportunities for growth and development within the organization.otherswe are committed to creating a diverse and inclusive work environment that fosters creativity, collaboration, and impact. If you are passionate about making a difference and want to be part of a dynamic team, please apply today!