Customer Success Lead at Zojatech Limited

Job Summary 

• The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite.
• This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.

Key Roles & Responsibilities
Team Leadership & Operations:

• Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
• Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
• Establish shift structures and support coverage to ensure service reliability

Customer Experience Strategy:

• Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
• Develop and continuously improve customer service policies, SOPs, and playbooks
• Ensure a seamless, end-to-end customer journey across all touchpoints

Customer Engagement & Retention:

• Proactively monitor customer behavior and identify churn risks
• Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
• Drive adoption of key products (payments, savings, loans, bill pay)

Issue Resolution & Escalation Management:

• Oversee resolution of complex customer complaints and escalations
• Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
• Maintain high standards of communication and customer satisfaction

Data, Reporting & Insights:

• Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
• Generate insights to inform product, operations, and growth strategies
• Maintain accurate records of interactions and leverage CRM tools for reporting

Cross-Functional Collaboration:

• Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
• Provide feedback loops from customers to inform product improvements
• Support go-to-market initiatives and product launches from a customer experience standpoint

Process Improvement & Automation:

• Identify inefficiencies in customer service workflows and implement scalable solutions
• Drive adoption of automation tools (chatbots, help centers, self-service flows)
• Optimize support costs while maintaining service quality

Compliance & Quality Assurance:

• Ensure adherence to regulatory requirements and internal policies
• Implement quality assurance frameworks to monitor and improve service delivery
• Maintain data privacy and security standards in all customer interactions

Key Performance Indicators
Performance Area Performance Indicator:

• Customer Retention & Growth
• Customer retention rate (% of active users retained monthly)
• Churn rate (% of users inactive over a defined period
• Customer Lifetime Value (CLV) growth

Customer Satisfaction & Experience:

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)

Service Delivery & Operational Efficiency:

• Average First Response Time (FRT)
• Average Resolution Time (ART)
• SLA adherence rate (% of tickets resolved within SLA)
• Cost per support interaction

Team Performance & Capability Development:

• Team productivity (tickets per agent, quality scores)
• Quality Assurance (QA) scores on interactions
• Staff attrition rate
• Training completion and performance improvement rates

Process Improvement & Automation:

• % of inquiries resolved via self-service (help center, chatbot)
• Reduction in ticket volume due to automation

Requirements

• Minimum Bachelor’s Degree
• Relevant Software’s qualification or training.
• 5+ years experience in Customer Success/Support, preferably in fintech or financial services
• Proven experience leading teams and managing performance
• Strong understanding of customer lifecycle management and retention strategies
• Data-driven mindset with experience using CRM and analytics tools
• Excellent communication, problem-solving, and stakeholder management skills

Skills & Competencies:
The competence proficiency levels required for the position of Frontend Developer are defined using the following key terms:

• Customer Lifecycle Management (Onboarding, Retention and Expansion) – Mastery
• Customer Support Operations (Ticketing, SLAs, Escalations) – Skill
• Data Analytics & Customer Insights – Mastery
• Team Leadership & People Management – Mastery
• Customer Communication & Relationship Management – Mastery
• Process Design & Optimization – Mastery
• Cross-Functional Collaboration (Product, Growth, Risk, Ops) – Mastery
• Product Knowledge (Payments, Loans, Savings, etc.) – Skill
• Regulatory & Compliance Awareness (Fintech Context) – Skill
• Customer Retention & Growth Strategy - Mastery

Awareness:

• A good understanding of what is involved in an area of expertise and its relevance to the business.
• Ability to describe the main elements of the area of expertise and their importance to the business; and
• Ability to recognize how and where competences in expertise are relevant to their own job.

Knowledge:

• Ability to interpret and evaluate information and advice from experts in an area of Expertise. o Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise.
• Ability to hold an informed debate with experts in the Area of Expertise; and o Ability to ask questions that test the viability of proposals in an Area of Expertise.

Skill:

• Ability to consistently carry out the activities of an area of Expertise to the required standard.
• Ability to perform satisfactorily majority of activities of the Area of Expertise.
• Ability to translate guidelines and standards for the Area of Expertise into practical actions.
• Ability to solve imaginatively common technical /operational problems in the Area of Expertise, and
• Ability to guide and advise others in operational /technical aspects of the Area of Expertise.

Mastery:

• Ability to diagnose and resolve significant, unusual problems and to successfully adapt aspects of an Area of Expertise.
• Ability to creatively solve significant, complex, non-routine problems in the Area of Expertise. o Ability to adapt practices from other markets or countries for use in the Area of Expertise
• Ability to generate substantial improvements to local practices and procedures for the Area of Expertise.

Dimensions:

• Manages and work with direct reports.