Company Description
Legend of Toys (LOT) is a full-stack D2C toys brand. We design and manufacture RC cars and drones where each product has a personality, a name and a backstory. We’re building a brand from India that competes on identity, not price. Cinematic product worlds. Toys that feel like they belong in a movie.

Who are we looking for?
We are looking for a Customer Success Team Lead who will report directly to the Manager and oversee the performance and development of the Customer Success team. This role involves driving customer satisfaction at scale, ensuring operational excellence, mentoring team members, and leveraging data-driven insights to improve customer experience and retention.
The ideal candidate will possess strong leadership skills, a customer-first mindset, and the ability to translate insights into actionable strategies.

Key Responsibilities
Lead, mentor, and manage a team of Customer Success Associates to ensure high performance and consistent service quality.
Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
Monitor team performance metrics (CSAT, response time, resolution time, etc.) and drive continuous improvement.
Develop and implement processes and best practices to enhance customer experience and operational efficiency.
Analyze customer data and team performance to identify trends, gaps, and opportunities for improvement.




Collaborate with cross-functional teams (Production, Brand, Operations, Sales) to align on customer needs and deliver solutions.
Conduct regular training sessions, feedback discussions, and performance reviews for team members.
Ensure accurate documentation, reporting, and maintenance of customer interaction records.
Drive customer retention strategies through proactive engagement and follow-ups.
Share actionable insights and strategic recommendations with leadership to improve products, services, and processes.

Requirements
Minimum Bachelor’s degree in any field.
3–4 years of experience in Customer Success / Customer Support, with at least 1 year in a team handling or leadership role preferred.
Proficiency in Hindi and English; additional regional languages are a plus.
Strong analytical skills (Excel/Google Sheets, Power BI, reporting, and data interpretation).
Proven leadership and team management abilities.
Excellent communication and interpersonal skills.
Strong problem-solving skills with a customer-centric and empathetic approach.
Ability to manage multiple priorities in a fast-paced environment.
Experience with customer management tools (CRM, ticketing systems) is preferred.
High attention to detail and a robust sense of ownership and accountability.

Compensation
5,00,000 - 6,00,000

📌 Team Lead - Customer Success (Bengaluru)
🏢 Legend Of Toys
📍 Bengaluru