Customer Success Team Leader

Description

Summary: Lead a Customer Success team to ensure the long-term success and retention of driver-partners, focusing on profitability, satisfaction, and support. Highlights: 1. Lead and mentor a Customer Success team dedicated to driver retention 2. Drive driver journey and success strategy for frictionless experience 3. Optimize processes and foster cross-functional collaboration **About Us** Billor is building the largest Trucking Ecosystem in the United States, combining Freight and Technology for Truck Drivers, Freight Brokers, and Autonomous Trucks, creating higher efficiency, stronger margins, and a more connected supply chain. **About the role** We are looking for a Lead the Customer Success team dedicated to the long\-term success and retention of our driver\-partners. You will oversee the lifecycle of the customer, from the moment a driver hits the road to the final payment. Your mission is to ensure that our drivers are profitable, satisfied, and supported, thereby securing Billor’s revenue through consistent freight\-based lease payments. **Responsibilities** **Team Leadership \& Coaching** Performance Management: Lead, mentor, and develop a team of CS Associates. Conduct weekly 1:1s and performance reviews focused on both tactical output and professional growth. * Escalation Management: Act as the final point of contact for complex driver issues, particularly regarding freight disputes or lease payment discrepancies. * * Capacity Planning: Monitor workload and driver\-to\-agent ratios to ensure the team maintains a high standard of service without overwhelm. **Driver Journey \& Success Strategy** Proactive Retention: Identify "at\-risk" drivers and deploy intervention strategies along with the CS team to prevent churn. * * Onboarding Excellence: Partner with the Sales and Operations teams to ensure the transition from "Lease Signer" to "Active Driver" is frictionless. **Operational Excellence** Voice of the Driver (VoD): Synthesize qualitative feedback from the team into actionable insights for internal teams to improve the driver app and freight matching. * Process Optimization: Continuously audit the CS tech stack to automate manual tasks and bring efficiency to the team. * * Cross\-Functional Collaboration: Work closely with the Maintenance and Dispatch teams to minimize driver downtime, which is one of the leading indicators of churn. Experience: 4\+ years in Customer Success or Account Management, with at least 2 years in a leadership/supervisory role. Experience in Logistics, Fintech, or Equipment Leasing is highly preferred. * Analytical Mindset: Ability to look at a driver’s earnings report and identify the root cause of why they are struggling to meet lease obligations. * Communication: Exceptional de\-escalation skills. You must be able to speak the language of a truck driver while maintaining the professional standards of Billor. * * Technical Proficiency: Mastery of CRM tools (e.g., Salesforce, Zendesk, Hubspot) and an ability to navigate complex Transportation Management Systems (TMS). Requisitos: * Fluent in English and Portuguese * Experience: 4\+ years in Customer Success or Account Management. Experience in Logistics, Fintech, or Tech is preferred. * Analytical Mindset: Ability to look at a driver’s earnings report and identify the root cause of why they are struggling to meet lease obligations and churning the program. * Communication: The leader must be able to bridge the gap between high\-level business objectives and the team’s daily workload. * Data Storytelling: It isn't enough to report that "Our numbers are up." The leader must communicate the narrative behind the numbers to keep the team motivated and focused and management aware of the team's results. * Technical Proficiency: Knowledge of CRM tools (Zendesk), CS KPIs and an ability to communicate with IT team on system improvements. Benefícios **Extra information and benefits** * On\-site in Joinville, Santa Catarina * Health and dental plan * Paid vacation * Holidays off * Parental Leave * Wedding Leave * Flash card * Total Pass * Clude Saúde * Annual bonus based on both company and individual performance * Eligibility to the LTIP (Long Term Incentive Plan) * Onhappy