Team Lead, Client Services

Cvent is an exciting, fast-growing tech company providing industry-leading software to event professionals around the world — from online event registration and venue selection to mobile apps, email marketing, and more.

We're looking for someone to lead and mentor a team, drive performance against service targets, support complex escalations, and partner across functions to improve workflows and the overall client experience. We're looking for someone who brings strong people leadership, operational discipline, business judgment, and a passion for coaching others to succeed.

What will you be doing

• Lead, mentor, and develop a team of Product Consultants to achieve SLAs and performance targets.
• Ensure adherence to quality standards, policies, and operational guidelines.
• Monitor real-time queues and escalations, ensuring timely resolution and risk mitigation.
• Manage complex client escalations in partnership with Product, Quality, and Operations teams.
• Conduct regular quality audits and deliver structured, actionable coaching.
• Ensure optimal staffing coverage across shifts to maintain service levels.
• Analyze and report daily, weekly, and monthly performance metrics, highlighting trends and risks.
• Support hiring efforts through candidate evaluation and interviews.
• Drive process improvements and support verticalization and Voice of Customer (VOC) initiatives.
• Collaborate cross-functionally to enhance workflows and client experience.
• Leverage AI tools and assistive technologies to improve team efficiency, reporting, and client support workflows.

What will you need for this position

• 8-12 years of overall experience, including 2+ years in a team lead role.
• Proven experience leading and developing high-performing teams.
• Strong understanding of SLA-driven environments and real-time operations.
• Demonstrated ability to coach, mentor, and improve performance.
• Excellent verbal and written communication skills.
• Strong business judgment, integrity, and accountability.
• Effective time management and prioritization in fast-paced environments.
• Proficiency in MS Excel, Word, and PowerPoint.
• Detail-oriented, organized, and comfortable multitasking.
• High comfort level with online software platforms and support tools.
• Basic understanding of AI tools and technologies to enhance team operations and client experience.

Disclaimer: Beware of Recruitment Scams – Legitimate Cvent recruiting communications will always come from an official [Confidential Information] email.We never request any payments or ask for sensitive personal or financial information via chat or social media platforms. For more information, please visit: https://www.cvent.com/en/notice-recruitment-fraud