Customer Success Lead

Company Profile

Houzeo is an online platform that lets home-owners sell their property by circumventing any traditional intermediaries. The platform enables users to create property listings and upload them to various portals, connect with local real estate professionals, use the provided dashboard to obtain property valuations, compare the value with other properties, avail market analysis reports, fill out federal/state disclosures electronically, connect with attorneys/escrow companies, and more. The company earns revenue by offering various monthly packages.

Houzeo is based in Manhattan, New York, with offices in Mumbai, India.

Our founder is a finance, real estate, and technology veteran with an ivy-league MBA. We were showcased at the TechCrunch Disrupt Startup Battlefield in New York City. The startup is already profitable and experiencing double digit month-over-month growth. As we are building our brand, we are growing tremendously and launching new products to enhance customer experience and highlight our partners.

Job Overview:

Are you passionate about driving targeted traffic and optimizing your online advertising campaigns? Houzeo seeks a dynamic and results-oriented performance specialist to take our digital advertising efforts to the next level. In this role, you will create, execute, and optimize our pay-per-click campaigns across Google search results pages to maximize ROI and drive conversions.

About the Role:

Are you the one? We are looking for a proactive and results-driven Customer Success Lead to oversee and manage our customer success initiatives. The ideal candidate will play a critical role in ensuring customers achieve maximum value from our product. You will oversee the customer service team, ensuring that all customer queries, complaints, and issues are resolved efficiently, promptly, and professionally. You will be responsible for managing the day-to-day operations of the support department, providing leadership to the team, improving customer satisfaction, and driving continuous improvements in support processes. Your leadership will help us maintain a customer-centric approach to business while fostering an environment of growth and development for the support team.

Responsibilities:

 Lead, motivate, and manage a team of customer support agents, ensuring they provide exceptional service.

 Conduct regular one-on-one and team meetings to review performance, set goals, and identify opportunities for improvement.

 Foster a positive, solution-oriented team culture that focuses on customer satisfaction and operational efficiency.

 Identify areas of improvement in customer support workflows and lead the team to implement changes.

 Monitor key performance indicators (KPIs) for the support team, such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS)

 Generate reports and insights on team performance and customer trends, presenting findings to upper management.

 Collaborate closely with sales teams to ensure customers are aligned with the right products and services.

 Work with the product team to communicate customer feedback and help shape the product roadmap based on customer needs.

 Partner with the marketing team to create customer-focused content and resources.

What You Bring

 3+ years of experience in customer service, with at least 2 years in a leadership role, managing a team of customer service professionals.

 Proven experience with customer service management tools, CRMs, and ticketing systems.

 Strong leadership and team management experience.

 Excellent communication skills, both verbal and written.

 Proficient in customer success software, CRM systems, and analytics tools. What We Offer

 Monthly team-building activities with rewards and recognition.

 Career advancement opportunities within a rapidly growing company.

 Opportunities for creative freedom and collab with cross-functional teams.

 Comprehensive package to promote your well-being.

Interested candidates kindly send across your updated resume at yogini.alawani@houzeo.com Read more