Customer Success Team Lead

Summary Early-stage startup building the operating system for small business ownership seekinga Customer Success Team Lead to join our Start TeamOwners ~ ( ) At Owners, we help founders build the small business of tomorrow, today. Our vision is to build the operating system for local business ownership, and by doing so to provide a more fair shot at the American Dream. We are a business-in-a-box platform for home services entrepreneurs. We give our customers ongoing training, technology and a demand generation engine needed to launch, manage and grow a home services company at a fraction of the cost and time of going solo or buying a franchise. Your Role As a Team Lead of Customer Success, you will be in a hybrid player / coach role, responsible for keeping track of the onboarding of new customers while also hiring, training, coaching, and managing a team of new and established Customer Success Representatives (Virtual Assistants). Player responsibilities Keep track of customers during the Onboarding process on a daily basis in order to prioritize pending tasks and maximize the efficiency of our team. Support Operations with data analysis, reporting, and content management (SOPs / PLaybooks). Retrieve data from 3rd party and internal systems to generate reports and presentations used to analyze performance and make recommendations on the Onboarding process. Partner with leadership to resolve escalations. Coach responsibilities Manage a team of Customer Success Representatives (Virtual Assistants), coaching your team's skills, so they can support the operations team's KPIs and achieve career goals. Proactively identify areas for innovation and improvement within the CSR/onboarding Team, and drive collaborative refinements within our existing playbooks. Help execute and improve the SOPs/playbooks for customer success. Maintaining a standard in regard to reporting and analysis to drive sustainable customer satisfaction during the onboarding process. Develop, retain and motivate an existing team while recruiting new members and raising the bar for talent and capabilities. Coordinate with recruiting and internal teams to recruit, hire, and train new people. Build confidence and trust in your direct reports. Maintain a high level of team engagement and motivation. Analyze high-level performance trends that will inform decisions around operational changes. Maximize efficiency in a constantly changing and growing environment where the process is fluid, creative, and unique solutions are desired. Partner and liaise with cross-functional teams to ensure systems, processes, SLAs and market positioning are aligned and operational: finance, analytics, marketing, enablement, and product teams. Requirements Comfortable in a player/coach role. Leadership ability to influence, develop and empower CSRs/Onboarding team to achieve their best. Experience effectively collaborating with cross-functional teams. Experience coaching and developing team members. Self-motivated, entrepreneurial in nature, and comfortable and experienced in change management. Proven and consistent track record of executing against aggressive growth strategies and delivering on or above target. Excellent leadership, organizational and problem-solving/decision-making skills. Ability to manage multiple projects while maintaining strict attention to details. Competency with publishing reporting best practices. Use data to analyze results and make data-driven decisions. Ability to communicate effectively in small and large groups. Why you might be excited about us We're working to solve the future of local entrepreneurship, starting with home services. If you have an emotional connection to the rewards of owning a small business - you'll love our mission We don't like having meetings. If we can effectively solve a problem by running an async discussion, we do so. If we meet synchronously, it's because there's a need to debate something in a live forum. We're an extremely diverse team, with backgrounds spanning from hyper-growth startups to professional golf. We'd love to know what you're bringing to the table We're likely not a good fit if you Since we're an early-stage startup, projects and priorities may shift. We're building the plane while we fly it, so that means sometimes the answer to your questions may be "go build it". You’ll be given intentions, not instructions, meaning that we'll expect you to be a creative thinker and scrappy enough to build things on your own. Requirements You are self-aware, open to learn, and vulnerable to let your teammates know when there's something you don't know. You have a bias for action preceded by a "stop and think" phase that will inform that action. Excited for a front-row seat in a fast-growing startup. This will change frequently Eager to learn new skills and implement things on your own. You're comfor #J-18808-Ljbffr