The Customer Success Team Lead’s primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Customer Success Team Lead is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.Duties and Responsibilities The Customer Success Team Lead is expected to perform the following: Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded. Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships. Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants. Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue. Conduct sales calls to potential clients, effectively presenting MySigrid’s offerings and converting leads into business opportunities. Promote MySigrid’s values and help maintain a positive working environment for all staff. Perform daily health checks on each account’s mailboxes to ensure smooth operations. Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations. Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management. Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved. Provide coaching and training to staff as needed to promote continuous improvement and professional development. Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs. Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies. Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps. Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval. Assist management in the roll-out of new processes, policies, or projects as required. Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team. Requirements Highly organized Strong drive to succeed Excellent communication and interpersonal skills Demonstrate leadership qualities High computer literacy and ability to learn new software Knowledge of customer success processes Patient and an active listener QualificationAt least 1 year in the Customer Service/Success supervisory/team lead role BenefitsAt MySigrid, we aim to ensure the professional and personal growth of all our employees:Competitive salary package. Vacation leave and Sick leave credits. HMO Package for the employee and two codependents. Reimbursable internet charges. Comprehensive training and continuous learning advantages. Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes. High importance to work-life balance with the opportunity to work from home part of the week. Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company. Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues. Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination. Co-Working daysSigrid has co-working offices in Ortigas where the whole team meets once a month at a minimum.
The Customer Success Team Lead’s primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Customer Success Team Lead is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.
Duties and Responsibilities
The Customer Success Team Lead is expected to perform the following:
- Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
- Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
- Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
- Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
- Conduct sales calls to potential clients, effectively presenting MySigrid’s offerings and converting leads into business opportunities.
- Promote MySigrid’s values and help maintain a positive working environment for all staff.
- Perform daily health checks on each account’s mailboxes to ensure smooth operations.
- Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
- Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
- Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved.
- Provide coaching and training to staff as needed to promote continuous improvement and professional development.
- Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
- Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies.
- Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps.
- Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
- Assist management in the roll-out of new processes, policies, or projects as required.
- Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team.
Requirements
- Highly organized
- Strong drive to succeed
- Excellent communication and interpersonal skills
- Demonstrate leadership qualities
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Patient and an active listener
Qualification
- At least 1 year in the Customer Service/Success supervisory/team lead role
Benefits
At MySigrid, we aim to ensure the professional and personal growth of all our employees:
- Competitive salary package.
- Vacation leave and Sick leave credits.
- HMO Package for the employee and two codependents.
- Reimbursable internet charges.
- Comprehensive training and continuous learning advantages.
- Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes.
- High importance to work-life balance with the opportunity to work from home part of the week.
- Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company.
- Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues.
- Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.
Co-Working days
Sigrid has co-working offices in Ortigas where the whole team meets once a month at a minimum.
MySigrid is a high-end virtual executive assistant and Life Logistics Management service staffed by humans and powered by artificial intelligence. We provide the right people, platform, and processes to optimize busy executives' lives, allowing them to outsource the day-to-day activities that keep their personal and professional lives on time and target. We want to see every leader thrive with the support of an intentionally matched, exceptional executive assistant. We have one vision, to help people lead more meaningful lives, by allowing them to spend more time on the things that matter to them. At MySigrid, we are looking for ambitious, experienced, and tech-savvy individuals who specialize in supporting senior-level management clients and who are interested in joining a tech start-up based in Europe and Asia. This position requires the employee to serve in a remote capacity as a part of the client’s indispensable remote support structure, challenged with the task of enabling them to do what only they can do. As an employee with MySigrid, you will be connected to the whole world and be a part of a team of Associate EAs, EAs, and Specialists, so you will never feel alone! We have been partnering with skilled, service-minded EAs, AEAs, and specialists for more years now, and we celebrate with our clients the incredible work they’ve been freed up to do thanks to our service.
MySigrid is a high-end virtual executive assistant and Life Logistics Management service staffed by humans and powered by artificial intelligence. We provide the right people, platform, and processes to optimize busy executives' lives, allowing them to outsource the day-to-day activities that keep their personal and professional lives on time and target. We want to see every leader thrive with the support of an intentionally matched, exceptional executive assistant.
We have one vision, to help people lead more meaningful lives, by allowing them to spend more time on the things that matter to them.
At MySigrid, we are looking for ambitious, experienced, and tech-savvy individuals who specialize in supporting senior-level management clients and who are interested in joining a tech start-up based in Europe and Asia. This position requires the employee to serve in a remote capacity as a part of the client’s indispensable remote support structure, challenged with the task of enabling them to do what only they can do.
As an employee with MySigrid, you will be connected to the whole world and be a part of a team of Associate EAs, EAs, and Specialists, so you will never feel alone! We have been partnering with skilled, service-minded EAs, AEAs, and specialists for more years now, and we celebrate with our clients the incredible work they’ve been freed up to do thanks to our service.
