Team Lead, Client Success (Refund Operations)

Ovii's Interpretation of the Role

Lead a high‑volume refund operations team in Gurgaon, ensuring SLA compliance, data integrity, and cross‑functional alignment while coaching specialists and driving process improvements.

Role Snapshot

• Lead a team of Client Success Specialists
• Own the Refund Operations queue
• Maintain 24‑hr and 48‑hr SLA compliance
• Coach and develop team members
• Partner with Sales, Finance, and Revenue Ops
• Maintain dashboards as single source of truth
• Drive process optimization with AI‑enabled tools

Must-Have Requirements

• Operations / customer support / financial logistics experience (6+ years)
• Leadership experience (1+ years) with coaching responsibilities
• Familiarity with Freshdesk, Zendesk, Salesforce, Jira
• operations
• customer support
• financial logistics

Nice-to-Have Signals

• Experience in software marketplace or B2B SaaS environments
• Familiarity with B2B marketing personas and lead validation metrics
• Hands‑on experience integrating AI utilities into workflows
• Experience with corporate credit workflows or financial reconciliation
• software marketplace
• B2B SaaS
• AI‑driven workflow automation

Work Setup

• Location: Gurgaon, India
• Work mode: ONSITE
• Timezone: Shift 2:30 PM – 9:30 PM IST
• Employment type: Full-Time
• Shift: 2:30 PM – 9:30 PM IST

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Travel requirement
• Security clearance
• Coding test

What You'll Likely Work On

• Own and manage the high‑volume Refund Operations queue, handling customer and vendor escalations while meeting strict SLA targets.
• Identify product performance gaps and process bottlenecks, capture lead‑quality trends, and feed insights back to leadership.
• Coach, mentor, and evaluate Client Success Specialists through regular 1:1s and performance metrics.
• Collaborate with Sales, Finance, and Revenue Operations to resolve credit accounting loops and eliminate processing friction.
• Maintain and continuously improve dashboards that serve as the definitive source of truth for operational reporting.

Good Fit If You Have

• Proven track record of leading high‑volume support or operations teams.
• Strong analytical mindset with a history of zero‑discrepancy data verification.
• Excellent communication and stakeholder‑management skills across sales and finance.