Customer Success Lead

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Customer Success Lead

At Nomod we're looking for an Onboarding Specialist to join our team. You'll be the face and voice of Nomod to our users.

Read on to figure out whether this could be right up your alley!

Full-time · Remote

About the job

We’re looking for a Customer Success Lead to lead our Customer Success team. The ideal candidate is a proactive problem solver, with exceptional communication, leadership and organisational skills, who obsesses over customer happiness.

As a Customer Success Lead, you will:

  • Lead a team that is on the frontline of engagement with hundreds of merchants that rely on Nomod for their businesses, interacting with them over email and live chat, and voice in the future

  • Be responsible for ensuring every user has a truly delightful experience using Nomod, with a relentless focus on keeping them happy and delivering the best possible outcomes for them

  • Train and develop the Customer Success team with best in class techniques

  • Optimise internal processes and measure team performance to ensure we’re always exceeding merchant expectations

  • Act as a point for escalation for challenging merchant interactions

  • Assist potential new users with their queries on Nomod’s current and upcoming features

  • Provide guidance to users experiencing issues, and work with them to find solutions in a timely manner

  • Support merchants in managing and challenging disputes and chargebacks

  • Work closely with our Risk team to augment account reviews and communicate with users as part of this process

  • Triage support requests to determine urgency, and escalate where necessary

  • Manage and respond to online reviews across various platforms

  • Analyse support interactions to identify patterns, improving internal processes, contributing to our Help Centre content, and sharing recurring feedback to our Product and Engineering teams when appropriate

  • Build, support, and manage projects across the organisation

  • Work with an agile, globally distributed team and be able to harness constructive feedback

  • Be proud of what you work on, whilst obsessing about the quality of what you produce

  • Have regular opportunities for career growth. We’re growing quickly and are forming new teams as we do. We have a bias towards internal promotion into leadership roles

  • Ensure that everyone is blown away with their Nomod experience

You’ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!

What we’d like
You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use or introduce us to new ways of working.

Having said that, we think a Customer Success Lead should:

  • Be educated to at least degree level or equivalent

  • Have previous experience leading a customer support team, ideally in a consumer tech or hospitality environment

  • Truly understand the service expectations of customers in the UAE and KSA

  • Have exceptional written and verbal skills in English. If you’re bi or trilingual in Arabic, Hindi or Urdu, that would be incredible

  • Have an ability to quickly build a rapport and see things from the perspective of our users

  • Obsess about making and keeping users happy

  • Have lots of energy, be proactive, think quickly and revel in solving problems

  • Enjoy building relationships with people, and have excellent interpersonal skills and emotional intelligence

  • Be creative, innovative, data driven, and have the ability to take on lots of responsibility, while orchestrating multiple deadlines and pushing for outcomes

  • Deliver no matter what it takes

  • Chrome, Gmail, Google Docs, and similar web tools are second nature

  • Have the ability to thrive in a fully remote, distributed organisation

  • Be lots of fun to work with!

Nice to haves

  • Prior experience at a high growth startup or at an established fintech firm

  • Fluency in other languages in addition to English

  • Experience working with a remote, global, multicultural team

What you’ll get
As a Customer Success Lead you will receive:

  • Your choice of equipment

  • Competitive pay

  • Access to our upcoming ESOP

  • Incredible co-workers (yep, really!)

  • A super nice, flexible, distributed work environment

Apply for the job

Do you want to join our team as our new Onboarding Specialist? Then we'd love to hear about you!