Customer Success Specialist, Team Lead

ThriveHive is seeking an experienced Customer Success Specialist – Team Lead. We’re looking for a great communicator with strong leadership skills, and a passion for small business marketing. Effective troubleshooting skills are also required, as are the ability to solve technical and other related issues to ensure a great experience for our customers. This is a player/coach role and is a critical function to assume daily ownership of the customer success function. You will be responsible for the daily direction of the Customer Success Team, functioning as a main resource regarding policies, processes, job duties and overall operational information. You will be tasked with responding to customer inquiries ranging from basic marketing questions to technical issues by phone, email, and live chat. You will be interacting with lots of great people from around the country who own a range of interesting and different small businesses. Your answers help keep them in business and put food on their tables.

Responsibilities:

  • Assist management with selecting and onboarding of new team members. Assign projects, manage special projects and guide the team to ensure overall success
  • Support team members in their questions and needs
  • Assist management with administrative tasks, including team member statistics
  • Act as a liaison between the team and management
  • Instrument customer websites with ThriveHive tracking code, forms, phone numbers, etc.
  • Make our customers more successful by training and assisting them with using ThriveHive
  • Respond quickly to questions about ThriveHive which may range from technical to marketing-related
  • Assist in developing our customer service practice
  • Augment our training and help content

Requirements / Qualifications:

  • 1+ years of team lead experience
  • 2+ years of customer facing experience. Digital marketing experience is a significant advantage
  • Strong HTML and CSS background
  • Strong WordPress background
  • Zendesk experience preferred
  • BS / BA degree or equivalent
  • Must have a strong work ethic
  • Detail oriented, professional attitude, reliable
  • Strong problem solving and critical thinking skills
  • Ability to communicate effectively verbally and in writing
  • Desire and willingness to continually learn and accept new responsibilities
  • Ability to interact with employees and vendors in a professional manner

At ThriveHive, we have an outstanding work environment that supports and encourages all members of our team. We bring together smart, fun, collaborative, and talented individuals to deliver the best results for our customers. We offer competitive pay, benefits, and a fun and exciting corporate culture. We have offices located in Boston, Denver, Las Vegas, Manchester, and Quincy. Our corporate headquarters is located in Quincy and is within walking distance from the Red Line and has ample FREE parking!

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