Team Lead, Client Success

📋 Description

• Own Refund Ops queue; manage escalations with SLA: 24h initial response, 48h updates.
• Identify product gaps and bottlenecks; feed lead quality insights to leadership.
• Coach and develop Client Success Specialists; optimize throughput with tooling and AI.
• Build high-performance culture; set expectations; run 1:1s; inspect team data.
• Partner with Sales, Finance, and RevOps to resolve credit loops; reduce friction.
• Maintain dashboards as single source of truth; translate logs into actionable reporting.

🎯 Requirements

• 6+ years in operations, support, or financial logistics; manages complex escalations.
• 1+ years in a leadership role with coaching or mentorship.
• Deep familiarity with Freshdesk, Zendesk, Salesforce, Jira.
• Track record of zero-discrepancy data verification and anomaly detection.
• Strong problem-solving; diagnose tool/workflow issues; implement resolutions.
• Experience in software marketplaces/B2B SaaS; familiarity with AI tooling.

🎁 Benefits

• DEI commitments and G2 Gives program.
• Global, diverse team culture and values-driven environment.