Responsibilities:
Team Leadership and Management
- Supervise and mentor a team of Account Onboarding Agents and Customer Support Executives.
- Assign accounts to onboarding agents based on skill sets and workload to ensure smooth client transitions.
- Monitor team performance and implement strategies to optimize productivity and effectiveness.
- Plan manpower resources to align with current and future client onboarding needs.
Onboarding and Customer Support
- Oversee the end-to-end onboarding process, ensuring setup fee accounts are fully converted into live and settled accounts efficiently.
- Identify and address gaps in the onboarding process, ensuring quick resolution and seamless client experiences.
- Work closely with onboarding agents to expedite account setups and troubleshoot any onboarding delays.
- Collaborate with sales, technical, and product teams to resolve complex customer issues.
Training and Process Improvement
- Develop, deliver, and refresh training programs for both new hires and existing team members.
- Standardize onboarding and support processes to ensure consistency and quality of service.
- Implement tools and best practices to enhance productivity and client engagement.
Reporting and Stakeholder Communication
- Provide regular updates to senior management on the onboarding and support status of accounts.
- Analyze customer interactions, onboarding timelines, and issue resolution metrics to identify areas for improvement.
- Gather client feedback and work with the product team to enhance the Sembark platform.
Requirements:
- Minimum of 7 years in customer support or client success roles, with at least 2 years in a managerial capacity.
- Strong verbal and written communication skills to liaise effectively with clients and internal teams.
- Proven experience leading and motivating a customer-facing team.
- Familiarity with CRM systems, MS Office tools, and popular video conferencing platforms.
- Ability to think critically and resolve client issues with a customer-first mindset.
- Exceptional time management and multitasking abilities to handle multiple accounts and team members.
- Willingness to travel to client locations when necessary.
- Bachelor’s/Master’s degree in Business, Communication, or a related field is preferred.
- Patience and a customer-centric attitude.
Benefits:
- Competitive salary and benefits package.
- Comprehensive training and development programs.
- A supportive and collaborative work environment.
- Opportunities for career growth within the company.