Customer Success Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

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SEARADAR

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🏨 Hospitality

📦 Logistics

💼 Consulting

💰 Seed Round on 2021-11

Hospitality • Logistics • Consulting

SEARADAR is a full-cycle online concierge service dedicated to yacht charters, providing an easy and efficient way for users to search and book yachts for their travels. The platform offers a comprehensive selection of over 20,000 yachts across popular destinations such as Croatia, Greece, and Italy. Users can receive personalized choices, make online bookings, and communicate seamlessly with charter companies, ensuring a smooth sailing experience from start to finish.

📋 Description

• Oversee the daily work and performance of Customer Success Managers • Set priorities, distribute workload, and ensure sufficient team coverage • Conduct regular 1:1s, provide feedback, and support professional development • Monitor individual performance and identify areas for improvement • Participate in onboarding and training of new Customer Success Managers • Run regular case reviews and knowledge-sharing sessions • Act as the main escalation point for complex or sensitive customer cases • Support managers in resolving non-standard situations involving clients, charter companies, and partners • Ensure escalations are handled quickly, professionally, and with appropriate ownership • Help the team make independent, customer-oriented decisions • Identify recurring customer issues and turn them into process improvements • Monitor NPS, SLA, customer satisfaction, response times, escalations, and retention-related indicators • Maintain consistent service quality and develop action plans for performance gaps • Translate customer feedback into concrete improvements • Build, document, and continuously improve Customer Success processes • Develop internal guidelines, playbooks, templates, and training materials • Communicate relevant product, operational, and process changes to the team • Work cross-functionally with Sales, Finance, Supply, and Product teams • Communicate directly with charter companies when escalation or coordination is required • Support prioritization of payments to charter companies based on customer and operational impact • Ensure effective information flow between Customer Success and other departments

🎯 Requirements

• 2+ years of experience in Customer Success, Customer Experience, Account Management, Travel Operations, Hospitality, or a similar customer-facing role • Previous experience as a Team Lead, Senior CS Manager, Shift Lead, or in another role involving people management and performance ownership • Strong experience handling complex customer situations and escalations • Ability to coach people, give constructive feedback, and improve team performance • Strong analytical mindset and experience working with customer service KPIs • Excellent problem-solving and decision-making skills • High level of ownership and proactivity • Strong organizational skills and ability to prioritize in a fast-moving environment • Excellent English and Russian, both written and spoken • Experience in travel, hospitality, TravelTech, marketplaces, yachting, or complex travel services is a strong advantage • Previous experience working with AMO CRM is a strong advantage

🏖️ Benefits

• Fully remote work in an international team • A high level of ownership and autonomy • Opportunity to directly influence Customer Success standards and processes • A hands-on leadership role with real impact on both the team and customer experience • Opportunity to develop and strengthen the CS function as SEARADAR continues to grow