Key Responsibilities:

- Customer Training and Support:
- Train customers over the phone and through face-to-face sessions.
- Troubleshoot and provide timely solutions to customer issues.
- Ensure customer satisfaction by effectively addressing their needs.
- Provide accurate, valid, and complete information using appropriate methods and tools.
- Team Management:
- Lead and motivate the customer growth team.
- Conduct team meetings and monthly one-on-ones with each CG team member.
- Monitor and set targets for team performance and service quality.
- Customer Relationship and Service:
- Handle customer complaints and provide solutions within set timeframes.
- Follow up with customers to ensure their issues are resolved.
- Keep thorough records of customer interactions, inquiries, and concerns.
- Provide timely feedback to the company on service issues, bugs, or customer concerns.
- Collaboration and Analysis:
- Work closely with customer growth teams across different regions (geos) to address and solve problems collaboratively.
- Analyze churn and usage data to understand customer behavior and develop strategies for retention and growth.
- Continuous Improvement:
- Contribute to the development of best practices and service improvements for customers.
- Identify trends and insights to improve customer satisfaction and team performance.

Requirements:

- Experience & Leadership:




- 2+ years of experience leading customer growth teams, ideally in technology or FMCG sectors.
- Proven track record of leading teams, including experience in performance management and coaching.
- Skills & Attributes:
- Combine technical know-how with empathy, patience, and strong communication skills.
- Experience in supporting customers using internet or mobile-based products.
- Strong leadership, communication, and coaching abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Self-motivated with a positive attitude toward change and improvement.
- Customer-Centric Mindset:
- Deep understanding of and interest in internet, social media, and mobile platforms.
- Ability to adapt and respond to different customer personalities and situations.
- Familiarity with customer support tools and structured working methods based on KPIs.
- Adaptability & Growth:
- Open and eager to learn, with a solid drive for continuous improvement.
- Confidence in handling difficult conversations and managing performance.
- Additional Traits:
- Customer-centric, with the ability to align with the needs and expectations of different stakeholders.
- Ability to inspire and lead the team toward achieving customer satisfaction and business growth goals.

📌 Team Lead Customer Growth (Patna)
🏢 VBeyond
📍 Patna