Team Lead - Customer Success (B2B)
Volt Lines, Turkey
Job Description
About Us
Volt Lines is a technology-powered mobility platform aiming to solve urban mobility problems. We view empty seats in traffic as both the cause of the problem and its solution. There are more than 50,000 buses in Istanbul operating at 9% efficiency and we want to solve this problem. Making shuttle buses smarter, more efficient, and dynamic, we create an alternative transportation network that can replace even car ownership. Companies and other institutions can benefit from the Volt Lines transportation network for the daily commute needs of their staff.
About Role
We are looking for an enthusiastic Customer Success Team Lead to help us create an impact by seamlessly integrating sustainability into the future of transportation.
As the Team Lead for Customer Success, you will be responsible for overseeing a team of Customer Success Specialists and driving excellence. You will work closely with our corporate customers, understanding their transportation needs, and implementing strategies to enhance their experience.
- Lead and manage a team of Customer Success Managers, providing guidance, support, and mentorship to ensure exceptional customer service delivery
- Develop and implement strategies to drive customer satisfaction and retention, focusing on maintaining long-term relationships with corporate clients
- Collaborate with Sales and Marketing teams to identify growth opportunities and expand customer base
- Engage with corporate customers to understand their transportation needs and provide tailored solutions
- Monitor customer usage and satisfaction metrics, proactively identifying and addressing any issues or concerns
- Serve as the main point of escalation for customer challenges, ensuring timely resolution and effective communication
- Analyze feedback and data from customers to inform product and service improvements
Requirements
- Minimum of 7 years of experience in customer success management, preferably in a B2B setting
- Proven track record of managing and leading a team to deliver exceptional customer service
- Strong interpersonal skills, with the ability to build and maintain relationships with corporate customers
- Excellent problem-solving and conflict-resolution abilities
- Analytical mindset, with the ability to use data to drive decision-making and improve processes
- Proactive and self-motivated with the ability to work independently and as part of a team
- Strong verbal (speaking, listening, interpretation) and written communication skills in both Turkish and English