Customer Success Team Leader

ResponsibilitiesThe Customer Success Team Leader is supposed to lead the team to achieve customer growth and delivery to customer’s expectations in the assigned market. Manage a team to provide solutions for escalated concerns and complaints from global customers;Dive deep into our global segment markets to identify crisis; and escalate potential public issues that may impact Trip;Conduct thorough investigation into escalation in accordance with internal and external guidelines;Monitor issues, manage crisis and provide customized support to escalated cases by mastering knowledge of company policies and workflows.Analyze customers' feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service qualityProactively and independently works to meet targets, maintain CSAT, NPS.Identify trends and recommend improvements to procedure, products, and business processes.Provide existing team members with the training on the customer success operational process, set KPI targets and keep track on the performance, share information about the new internal procedures and new products/services, share information and strategy that was defined on the annual/quarterly/monthly planning.Regular reporting on performance is an important requirement of this role, as well as preparing and delivering reports to management. QualificationsAt least 1 year's management experiences in complaint handling or customer service;Have experience in driving customer engagement, handling difficult situations and challenges and delivering exceptional customer service;Demonstrated the ability to make decisions and problem solved based on analyzation to align with corporate strategic vision;Comfortable working with all levels of management across the organization;A positive and friendly attitude with willingness to innovate change;Customer-oriented, good team player and strong interpersonal and the ability to communicate effectively with cross functions;Strong sense of risk management on global scale;Excellent communication (written and verbal), interpersonal and presentation skills;Experiences in the collaboration with legal, PR, BD department is a plus