Customer Success Team Lead

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November 12

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Zeely – AI Admaker

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eCommerce • Advertising • SaaS

Zeely is an innovative AI-powered ad creation platform designed to streamline and enhance the advertising process for e-commerce brands and digital marketers. With its web app, users can effortlessly generate high-converting video and static ads, utilizing AI to automate ad creation, script generation, and campaign optimization. Zeely aims to boost sales and drive engagement by enabling businesses to launch effective ad campaigns across popular social media platforms like Facebook, Instagram, TikTok, and more, all while requiring minimal design or marketing experience.

1 - 10 employees

Founded 2021

🛍️ eCommerce

☁️ SaaS

📋 Description

• Managing and developing a Customer Success team of 20+ agents • Analyzing and improving key metrics: FRT, RT, Quality Score, Retention, Refund Rate • Building transparent reporting and performance monitoring processes • Coaching and developing team members through 1:1 meetings and performance reviews • Designing and implementing initiatives to improve customer satisfaction • Collecting and systematizing product feedback for Product teams • Monitoring workload, efficiency, and adherence to SLA discipline • Collaborating with analysts, coaches, and the Head of CS to scale processes

🎯 Requirements

• 2+ years of experience as a Team Lead / Supervisor in Customer Success • Proven experience managing a team of 10+ people • Strong understanding of CS analytics and metric-based management • Hands-on experience with Intercom, Zendesk, or similar tools • Analytical mindset, structured approach, and accountability • Excellent leadership and communication skills • Nice to have: Experience in product or tech companies • Nice to have: Understanding of SaaS models and retention processes

🏖️ Benefits

• Opportunity to shape CS processes in a fast-growing AI-driven product expanding in the US market • Direct collaboration with the Head of Customer Success and Product Leads • Access to real user data and analytics • A team of strong professionals who value both speed and quality of decision-making • Remote-first format — work from anywhere, or join us at our offices in Warsaw or Kyiv • Day off & sick leave policy — we care about your work-life balance and comfort • Regular performance reviews to ensure transparent growth and fair recognition • Financial consulting support for private entrepreneurs from our expert team