Customer Success Team Lead

Join us as a Team Lead, Customer Success and become the driving force behind the growth of Zeely’s customer direction.

We’re looking for a leader who can build a systematic approach to managing the Customer Success team, enhance process efficiency, and ensure a consistently high level of service for thousands of Zeely users 🚀.

This role is perfect for someone who is data-driven, understands people’s motivation, and can transform operational processes into measurable results.

Zeely AI is a platform that uses artificial intelligence to create viral UGC videos and ad banners, and automatically launch effective Facebook and Instagram ad campaigns — helping small businesses stand out and grow.
We already have 150,000+ users in the US, and we continue to grow more than 4x year over year. Today, Zeely ranks among the Top 5 products in its category on the US market, with a team of 100+ professionals.

• Managing and developing a Customer Success team of 20+ agents

• Analyzing and improving key metrics: FRT, RT, Quality Score, Retention, Refund Rate

• Building transparent reporting and performance monitoring processes

• Coaching and developing team members through 1:1 meetings and performance reviews

• Designing and implementing initiatives to improve customer satisfaction

• Collecting and systematizing product feedback for Product teams

• Monitoring workload, efficiency, and adherence to SLA discipline

• Collaborating with analysts, coaches, and the Head of CS to scale processes

• 2+ years of experience as a Team Lead / Supervisor in Customer Success

• Proven experience managing a team of 10+ people

• Strong understanding of CS analytics and metric-based management

• Hands-on experience with Intercom, Zendesk, or similar tools

• Analytical mindset, structured approach, and accountability

• Excellent leadership and communication skills

Nice to have:

• Experience in product or tech companies

• Understanding of SaaS models and retention processes
  

• Opportunity to shape CS processes in a fast-growing AI-driven product expanding in the US market

• Direct collaboration with the Head of Customer Success and Product Leads

• Access to real user data and analytics

• A team of strong professionals who value both speed and quality of decision-making

• Remote-first format — work from anywhere, or join us at our offices in Warsaw or Kyiv

• Day off & sick leave policy — we care about your work-life balance and comfort

• Regular performance reviews to ensure transparent growth and fair recognition

• Financial consulting support for private entrepreneurs from our expert team
  

Recruiter Interview → Test Task → Final Interview → Reference Check → Job Offer

Send us your resume — we’d love to get to know you better! 💚