Ruangguru sedang merekrut seorang
Customer Success Lead
Loker ini dibuat lebih dari 2 bulan yang lalu
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Ruangguru is a tech-enabled education company that provides a one-stop learning experience for students to have better access to quality content and service. Ruangguru has allowed students to access better quality educational content in the form of learning videos, question banks, test-prep materials, and study notes. Ruangguru platform has been proven to not only help families reduce the cost for education, but also elevate student outcomes.
As part of the Customer Experience team, Customer Success team is primarily accountable to deliver values to our customers, in the form of customers' outcome achievement. As such, we are looking for a high calibre Customer Success Team Lead to spearhead our mission to craft delightful end to end customer touchpoints with Ruangguru, which means you will be the front face of Ruangguru to our customers.
Responsibilities
- Spearheading delightful “After Sales” customer experience bringing about a customer centric interaction throughout customer’s journey with RG products. Team Lead would need to be accountable to translate CST playbook into a series of seamless guidance and support from our agents to all the customers we are tapping into, and eventually to secure CHI progression for every subscribed customer.
- Manage, monitor, and improve performance of customer success agents and coordinators
- Resolve key customer issues that require escalation
- Coordinate/sync with Sales team, Inbound team, Product team, and Business Operations team to ensure that Customer Success mission of delivering value to customers is well translated
- Continuously propose for improvement ideas that support customer success team's objectives
- Support initiations and process improvement for English Academy, Brain Academy, and other Ruangguru products premium users
Requirements
- Has minimum 3 years working in the same position as Team Lead
- Ability to use Google Spreadsheets and have decent knowledge for Excel / Google Spreadsheets formula (at least know how to use Pivot Table and Basic formula) to process and work on data
- Ability to grow, learn, innovate, troubleshoot problems, and create new solutions from scratch
- Could create compelling presentations and business plan to improve Customer Experience
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