Senior Team Lead - Customer Support

About the role

Simplebooks helps business owners across South Asia with company registration, bookkeeping, payroll, taxes and legal support, serving over 10,000 clients. It is looking for a Senior Team Lead to lead client communication and customer support operations for its Tax, Bookkeeping and Payroll services.

Key responsibilities

• Lead and oversee client communication and customer support operations for Tax, Bookkeeping and Payroll services.
• Ensure all client inquiries, requests and concerns are handled professionally, accurately and within agreed timelines.
• Maintain strong client relationships and proactively engage with clients to ensure satisfaction and long-term retention.
• Handle complex inquiries, complaints and escalations, coordinating with internal service teams for timely responses and smooth service delivery.
• Identify dissatisfied clients and retention opportunities and take proactive steps to retain them.
• Monitor customer satisfaction, feedback, response times and retention performance, and identify areas for improvement.
• Guide and mentor team members in handling inquiries, complaints and professional communication, and monitor their performance and quality.
• Develop and implement improvements to customer support processes and client engagement practices.

Required profile

• Bachelor's degree or professional qualification in Business Management, Customer Relationship Management or a related field.
• Minimum 3-5 years of experience in Customer Support, Customer Success, Client Relationship Management or a similar customer-facing role, preferably with team leadership experience.
• Excellent communication and interpersonal skills, able to manage client relationships and difficult conversations.
• Proven ability to handle complaints, resolve issues and manage escalations.
• Strong leadership, coordination and team management skills, with the ability to guide, mentor and develop team members.
• Proactive, solution-oriented, and able to manage multiple client requirements efficiently.
• Excellent verbal and written communication in English and Sinhala.

To apply, send your CV by email to the company's people team.