VSB Team Lead

At Mesh, we lead the way in revolutionizing Travel & Expense management for global enterprises. Our innovative solutions are streamlining travel and expense processes for thousands of companies, continuously expanding our reach and impact. As we push the boundaries in the T&E sector, we seek proactive innovators, strategists, and visionary thinkers eager to drive this transformative journey forward. If you are passionate about technology and committed to enhancing business efficiency across various domains, Mesh Payments offers the ideal platform for your ambitions. Join us and redefine how businesses manage travel and expenses, one innovative solution at a time. Mesh is headquartered in NY, with offices in NYC, Tel Aviv, and Austin. 

Working at Mesh, you’ll join a collaborative and innovative team environment where your ideas are valued and your professional growth is encouraged. Embrace the opportunity to work on challenging projects that redefine business efficiency across multiple sectors. We support a hybrid work model that blends in-office collaboration with the freedom and flexibility of remote work, accommodating diverse working styles and life needs.

About the position

The Mesh team is a group of innovators and leaders on a mission to make spend management and payments smarter, smoother, and more secure. We believe in building a transparent and dynamic world, and we highly invest in our people, customers, and products. We have a flexible work model, connecting people from multiple locations including the US, Europe, and Tel Aviv. We are always looking for talented people to be part of the team and to help shape the Mesh product and culture. Join us in building the future of corporate payments!

Job Overview:

Mesh seeks a highly motivated and dynamic leader to manage a team of Customer Success Managers (CSMs) focused on driving success for small—to medium-sized businesses (VSBs) across the EMEA region. This role will shape strategy and ensure exceptional service delivery to help these businesses thrive. A key focus will be maintaining strong customer relationships, driving upsell and cross-sell opportunities, and providing seamless onboarding for new customers.

Reports to: Director of Customer Experience

Key Responsibilities:

• Customer Satisfaction: Ensure high levels of customer satisfaction through proactive, exceptional service delivery across chat, email, and video calls.

• Onboarding & Support: Oversee the customer onboarding process and provide ongoing support to maximize customer experience and the value they derive from the platform.

• Customer Contact Management: Act as the primary point of contact for all customer inquiries, ensuring timely and effective resolutions.

• Performance Monitoring: Track and analyze team performance metrics while providing coaching, feedback, and mentorship, ensuring the team consistently meets or exceeds targets.

• Team Development: Lead regular team meetings, communicate goals and updates, and ensure compliance with service procedures: Foster engagement and professional growth within the team.

• Escalation Management: Handle escalated customer issues promptly, ensuring a satisfactory resolution and promoting customer retention.

• Process Improvement: Identify performance gaps, trends, and areas for improvement; collaborate with other departments to streamline processes and resolve issues efficiently.

• Project Management: Manage and contribute to projects and tasks within the Customer Success department, ensuring they are completed successfully and aligned with team objectives.
• Upsell & Cross-Sell: Create and implement strategies to upsell and cross-sell additional products or services to customers.

Requirements:

• Experience: 2-3 years of previous experience in a similar leadership role within a SaaS company – (Required)
• International Experience: Prior experience working with global customers and being part of international teams – (Required)
• Leadership Experience: Strong leadership skills with a proven track record of mentoring and guiding teams to success.
• English Proficiency: Effective communication skills in English, both written and spoken - ( Required)
• Problem-Solving & Innovation: Demonstrated ability to take ownership, solve complex problems, and think creatively.
• Self-Learning Ability: Strong aptitude for self-directed learning and adapting to new challenges.

 

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EEO STATEMENT
At Mesh we want to ensure everyone has an equal chance to participate and make a difference. Mesh is an equal-opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity, and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Mesh’s policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.