Customer Success Manager

New

Remote (U.S. based)., Candidates located in PST or MST time zones are preferred.Full-TimeManager

Salary90,000 - 115,000 USD per year

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Job Details

Languages: Bilingual in English and Spanish.
Experience: 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team.
Required Skills: Customer SuccessGoogle WorkspaceSlackCustomer support

Have 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations.
Have at least 2 years of team leadership experience.
Have led extended-hours or 24/7 coverage, including shift schedules, on-call rotations, and escalation paths.
Demonstrate the ability to stay calm and lead others through high-pressure, time-sensitive situations.
Have experience building or scaling a support team, function, or process in a growing company.
Have owned support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates.
Have hands-on experience with ticketing and phone platforms such as Zendesk, Intercom, HubSpot, or similar.
Have experience managing hourly employees, including scheduling, timekeeping, and overtime.
Have excellent verbal and written communication skills and the ability to de-escalate difficult conversations with care.
Be available for an after-hours on-call rotation and extended hours during active fire events.
Be proficient in Google Workspace and Slack.

Hire, onboard, coach, and lead Wildfire Response Specialists, including through escalated calls and coverage gaps.
Design coverage models, shift schedules, on-call rotations, and surge staffing plans for Red Flag Warnings and active fires.
Lead the team during active fire events by prioritizing outreach, assigning customers to specialists, and tracking system status.
Own escalation paths connecting the team with engineering, field service, and leadership.
Manage schedules, timekeeping, overtime, and labor costs for an hourly team.
Own customer support across phone, text, email, and app messages for homeowners and commercial customers.
Define and report support SLAs and metrics, including response and resolution times, first-contact resolution, escalation rate, and customer satisfaction.
Build onboarding, pre-fire-season readiness, and Red Flag Warning outreach programs.
Lead post-fire recovery and coordinate customer contact, refills, inspections, and repairs with Field Service.
Build and maintain ticketing, phone routing, playbooks, scripts, SOPs, and knowledge-base infrastructure.

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