Customer Success Team Leader
hace 10 horas
About Coding Giants
At Coding Giants, we are an international coding school for kids and teenagers, currently operating in more than 15 countries. Our mission is to inspire and develop the digital skills of the next generation through innovative, dynamic, and fully hands-on courses.
With a young, multicultural, and fast-growing team, we are seeking individuals who are passionate about customer experience, B2C retention, and team leadership.
The Role
We are looking for a Customer Success Team Leader to guide, motivate, and develop our Customer Success & Retention Specialists. In the initial stage, you will combine operational Customer Success tasks with team management responsibilities, ensuring we achieve retention, satisfaction, and B2C sales goals.
This position requires proven leadership experience, customer retention skills, KPI management, and the ability to thrive in a dynamic, fast-paced environment.
Key Responsibilities – Initial Stage
- Proactive Customer Retention: Build long-term, trustful relationships with students and families to ensure satisfaction and minimize churn.
- Churn Risk Management: Identify early warning signs of disengagement and apply tailored re-engagement strategies.
- Sales & Renewals: Promote and sell additional courses or packages, manage contract renewals, and strengthen customer loyalty.
- High-Volume Communication: Deliver clear, empathetic, and professional communication in every interaction.
- Continuous Improvement: Track retention metrics and propose optimization actions to boost results.
Team Leadership
- Mentoring & Development: Guide and inspire the team through regular feedback, coaching, and support.
- Performance Management: Monitor individual and team KPIs, reporting results to management.
- Onboarding & Training: Ensure effective onboarding and training for new hires.
- Escalation Management: Handle escalated cases and resolve complex customer situations.
- Process Optimization: Identify and improve workflows to maximize efficiency and impact.
- Cross-Team Collaboration: Partner with Sales, Marketing, and other departments to align retention and upselling strategies.
Requirements
- Experience: 2–3 years in Customer Success or customer service roles, including at least 1 year in B2C team leadership.
- Languages: Fluent in Spanish and English, both written and spoken.
- Market Knowledge: Experience with the Spanish market is a strong plus.
- Retention & Sales Skills: Proven experience in upselling, cross-selling, and renewals.
- KPI-Driven Mindset: Strong ability to analyze data and make decisions based on metrics.
- Adaptability: Comfortable working under pressure and in changing environments.
- Tools: Experience with CRMs, Customer Success platforms, and reporting tools.
- Availability: Flexibility for rotating shifts, including weekends.
What We Offer
- B2B agreement with salary paid in USD.
- 100% remote role.
- Be part of a fast-growing international EdTech company.
- A young, collaborative, and multicultural team.
- Real opportunities for professional growth.
- Initial training and continuous support.
We look forward to receiving your application
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