Customer Success Team Lead, Dandy

• The ideal candidate is a proactive, data-driven leader who thrives in a high-growth environment and is eager to take ownership of team performance, operational efficiency, and customer satisfaction
• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech
• 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting
• Proven ability to manage and develop a team, driving measurable performance improvements
• A hands-on problem solver with a passion for customer success and operational efficiency
• Strong communication and collaboration skills, with the ability to work effectively across teams
• Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach
• Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements

Desirable

• Dandy is looking for a Training Team Lead to supervise and elevate the performance of our frontline Trainers, who are instrumental in supporting the success of new customers during onboarding
• This role combines leadership, coaching, and process optimization to ensure a seamless onboarding experience for our customers
• Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers
• Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth
• Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement
• Foster a positive, collaborative team environment that prioritises customer success and operational excellence
• Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience
• Manage team schedules, including PTO and holiday coverage, to ensure seamless operations
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements
• Develop, maintain, and optimise Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams
• Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement
• Analyse team and customer performance data to inform decision-making and improve the onboarding process
• Execute training strategies that align with company goals and maximise the team’s capacity and impact
• Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery