Marketplace Customer Success Lead

This role will lead and optimize the entire support function across onboarding, booking, tracking, finance and customer success to ensure that the Marketplace is offering the best user experience on the platform. Skills Responsibilities

Team leadership and Management

a. Hire and train support staff across all specializations b. Monitor, evaluate, and improve performance metrics like FF covers, response times, resolution speed, and others.

Process Optimization

a. Implement SLAs (Service Level Agreements) and escalation protocols b. Define and document standard operating procedures (SOPs) for all support workflows . Identify and close process gaps, if any

Platform Knowledge and training

a. Maintain and update a central knowledge base for both internal teams and user self-service support b. Manages ongoing training and refresher courses for internal team members and on employees

Reporting and Analytics

a. Create periodic performance reports and insights to identify trends, bottlenecks, or issues with current processes. b. Track onboarding success rates and speed, booking issues, tracking difficulties, and financial support

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