Customer Success Lead

3 days ago

Konak, Turkey HubX Full time

At HubX we build mobile apps, used and loved by millions all around the world.

We have a track record of building and growing mobile apps on various verticals that reached over 200 million users across 6 continents and 170+ countries.

We are looking for a talented Customer Success Lead to join our energetic and highly motivated team.

As a talented Customer Success Lead you have plenty of opportunities at your fingertips. So, why should HubX be your next move?

We offer you an opportunity to make a huge impact in the lives of millions of users through our products, and even the mobile app industry at large in the next years to come.

X Culture: Do What You Love

At HubX, we pride ourselves on fostering an environment of collaboration, creativity, and innovation. Our #XCulture is more than just a workplace ethos; it's a lifestyle. We believe passion drives success. At HubX, Do What You Love isn't just a motto; it's the foundation of our work.

Some of Your Responsibilities

  • Optimize workload distribution within the Customer Success team and improve performance tracking and training processes
  • Reduce manual workload by implementing automation solutions such as Help Desk integrations
  • Create and refine escalation processes to ensure critical customer issues are resolved efficiently
  • Develop and track key customer success metrics and performance reports to identify opportunities for improvement
  • Gather customer feedback and proactively share insights with the Product team to enhance the overall customer experience
  • Develop and execute proactive retention strategies to increase customer lifetime value and reduce churn
  • Utilize data-driven decision-making processes to continuously refine and improve customer success strategies
  • Optimize dispute operation process
  • Conduct App Store and Play Store review analysis and share insights with relevant teams

What We Look For

  • Customer Success & Support Management: Minimum of 3 years of experience in process management and team leadership.
  • Mobile Ecosystem Knowledge: Proficiency in App Store, Play Store, ASO, and Growth processes.
  • Data Analysis & Dashboard Usage: Ability to analyze user data and generate actionable insights.
  • Proficiency in Tools such as Intercom and Trustpilot: Capability to effectively utilize support tools.
  • Automation & No-code Solutions: Experience leveraging APIs, no-code tools, and automation systems.
  • Leadership & Team Management: Ability to motivate, guide, and develop team members.
  • Strategic Thinking & Problem-Solving: A broad perspective to improve customer experience.
  • Efficiency & Discipline: Capability to manage tasks swiftly and effectively.
  • Empathy & Clear Communication: Strong interpersonal skills for effective communication with both teams and customers.
  • Customer Focus & Troubleshooting Skills: Proactive approach to improving customer experience.
  • Ability to adapt and learn quickly in a fast-paced environment.
  • Familiarity with content localization tools and processes is a plus.
  • Experience with JIRA, Stripe, Paddle, and Excel is a plus.

The perks and benefits of working with us

We would like you to focus on what you do best, we take care of the rest.

  • Huge impact: Your work can significantly impact our millions of users, and even the mobile app industry at large in the next years to come.
  • A competitive compensation package: Our total compensation package is very comprehensive; covering your cost of commuting for our headquarters as well as providing you with a meal card.
  • A pet-friendly office: where furry companions are always welcome.
  • A unique and top-notch office: Our well-designed headquarters is in the tallest building in Izmir. Every day, you can enjoy the sunset over The Gulf of Izmir without leaving your deck.
  • Unlimited coffee & green smoothies from XPresso: We've created XPresso, our very own café, so you can grab a cup of coffee whenever you need—whether it's to kickstart your morning or power through the day.
  • Limitless Snacks & Breakfast: Fuel your day with our fully stocked kitchen From a hearty breakfast to a variety of snacks available anytime, we've got everything you need to stay energized and focused.
  • Ownership, opportunity to take responsibility from day one: No one will micromanage you. Together with your team, you'll be free to choose a direction, test, fail, and test the next idea.
  • Team events: that create lasting memories, including our traditional All Hands gatherings where the whole company comes together, as well as more humble celebrations and happy hours. Curious about our vibe? Take a look at our Instagram
  • Continuous education: The more you want to improve your knowledge, the more we support you
  • Strong company culture: Our approach is always open communication & teamwork #XCulture
  • Private Medical Insurance & HPV Vaccine: We go above and beyond for your health.
  • Gym Reimbursement: We support annual gym membership because we want you to be in tip-top shape physically and mentally.
  • X Community Discounts: Being part of HubX comes with perks, enjoy exclusive discounts and more as a valued member of our community.
  • A brand new: Macbook and Welcome Kit.

The Recruiting Process

At HubX, we value transparency and efficiency. Here's a glimpse into our streamlined recruitment process:

  1. Application Submission: Apply by submitting your CV, LinkedIn profile, or a brief introduction about yourself.
  2. Talent & Culture Interview: Engage in a conversation with our Talent & Culture team to discuss your background, aspirations, and how we align with each other's goals.
  3. Case Study Assignment: Showcase your skills through a practical task related to the role.
  4. Technical Interview: Meet with your potential team for an in-depth review of your case study and technical expertise.
  5. Welcome Aboard: If all goes well, we're excited to extend an offer and welcome you to the team.

If you are passionate about enhancing customer experience, optimizing processes, and driving team efficiency, we'd love to hear from you Apply now

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