About the job
Role Overview
As the Customer Success Lead for Teleport in India, you will take charge of delivering an exceptional customer experience throughout our cargo network. This pivotal role focuses on ensuring customer loyalty, maintaining process integrity, managing escalation protocols, and providing consistent service across all locations. You will empower our Sales and leadership teams by alleviating them from daily operational challenges.
The Importance of This Role
- Teleport operates across numerous locations and regions in India.
- Current customer management and escalation processes are disjointed.
- Sales teams are often consumed with service-related issues, hindering growth.
- Leadership resources are primarily dedicated to coordination rather than strategic initiatives.
This role will create a structured framework for customer success, establishing clear accountability and governance.
Key Responsibilities
1. Leadership Across Multiple Locations
- Guide Customer Success initiatives across all locations in India.
- Regular travel to stations to align teams, enforce standard operating procedures (SOPs), and enhance execution.
- Ensure a consistent customer experience, regardless of the originating location or gateway.
2. Management of Customer Escalations & Incident Response Protocols
- Serve as the primary point of contact for customer escalations and incident response.
- Facilitate root cause analysis to resolve issues and prevent recurrence.
Minimize reliance on Sales and leadership for operational management.
3. Governance of Processes, SOPs & Workflows
- Evaluate current customer and reservation processes.
- Aim to eliminate redundant tasks and manual coordination.
- Develop and implement clear SOPs to streamline business execution effectively.
4. Empowering Customer-Led Reservations
- Encourage a systematic approach where customers handle their reservations through established channels.
- Ensure customers are well-informed about booking protocols, timelines, and escalation procedures.
- Maintain governance without transferring execution responsibilities to Customer Success or Sales teams.
5. Team Leadership & Stakeholder Engagement
- Lead and mentor Customer Success teams across various regions.
- Collaborate closely with Sales, Operations, Reservations, Network, and Finance teams.
- Foster accountability, clarity, and disciplined execution across functions.
Expected Outcomes
- Shortened turnaround time for customer escalations.
- Enhanced customer retention and repeat booking rates.
- Uniform customer experience across India.
- Sales and leadership teams relieved from daily operational issues.
Implement a robust, SOP-driven customer success framework.
Qualifications
Experience
- 7-10 years of experience in Air Cargo, Airlines, Logistics, or General Sales Agent (GSA) environments.
- Proven track record in managing multi-station operations in India.
- Demonstrated experience in handling customer escalations and implementing service recovery strategies.
- Strong leadership capabilities in geographically dispersed environments.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and stakeholders effectively.

