Customer Success & Support Team Manager (North America)

ShiftCare is a leading SaaS provider specialising in healthcare management solutions for home care, disability, and aged care providers. Our platform streamlines scheduling, client management, billing, and compliance, empowering care providers to deliver exceptional services. With a global footprint, we are dedicated to innovation, excellence, and enhancing the lives of both care providers and their clients.

Job Overview

We are seeking a passionate and experienced Customer Success Team Lead to oversee our growing team in the Philippines, supporting our growing customers base in the USA and Canada. The ideal candidate will have a strong background in customer success within the B2B or B2C software industry, excellent leadership skills, and a deep understanding of the North American market. This role requires working during North American business hours.

Key Responsibilities

Team Leadership & Management

• Lead and Mentor: Manage a team of customer success associates, customer support team, providing guidance, training, and performance evaluations.
• Recruitment: Assist in hiring and onboarding new team members to expand the team as needed.
• Performance Monitoring: Set and manage to clear KPIs and regularly assess team performance, providing feedback and coaching.

Customer Success & Support Operations

• Oversee Daily Activities focussed on the core metrics, staff performance and outcomes requires across Onboarding, Account Management and Expansion
• Escalation Handling: Manage complex customer issues escalated by the team, ensuring satisfactory resolutions.
• Quality Assurance: Implement quality control measures to maintain high service standards.

Process Improvement

• Policy Development: Create and update customer success, support policies and procedures to enhance efficiency.
• Feedback Loop: Gather customer feedback to identify common issues and collaborate with the Product team for improvements.
• Reporting: Generate regular reports on customer success metrics, identifying trends and defining areas and initiatives for improvement.

Collaboration & Communication

• Cross-functional Collaboration: Work closely with the Product team to align customer success strategies with business objectives.
• Client Relationship Management: Build strong relationships with key clients, understanding their needs and ensuring their success with our platform.
• Cultural Sensitivity: Ensure the team's communication is culturally appropriate for North American customers.

Technology Utilisation

• CRM Management: Utilise customer relationship management tools (e.g., Intercom, HubSpot, ChurnZero) to track interactions and performance.
• Knowledge Base Maintenance: Oversee the development and updating of support documentation and resources.

Reporting & Analytics

• Generate regular reports on team performance, churn, expansion, customer satisfaction, and other KPIs.
• Analyse support metrics to identify trends and make data-driven decisions.
• Assist in developing strategies to enhance customer support services.

Qualifications

Education & Experience

• Education: Bachelor's degree in Business Administration, Communications, Information Technology, or a related field.
• Experience:
• Minimum of 10 years in customer success roles within the SaaS or software industry.
• At least 7 years of experience in a Customer Success supervisory or team lead position .
• Experience supporting North American customers is highly preferred and working across this timezone.

Skills & Abilities

• Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team.
• Communication Skills: Exceptional verbal and written English communication skills.
• Technical Proficiency: Familiarity with CRM systems and CS software tools.
• Problem-solving: Strong analytical skills with the ability to handle challenging situations effectively.
• Time Management: Excellent organisational skills with the ability to prioritise tasks and meet deadlines.
• Cultural Awareness: Understanding of North American culture and customer service expectations.

Other Requirements

• Remote Work Setup: Reliable high-speed internet connection and a dedicated workspace.
• Availability: Willingness to work during North American business hours.
• Legal Requirements: Must be eligible to work in the Philippines.