Customer Success Manager
New
C
Circle of GreatnessCustomer support
Remote US Based, EST Working Hours; EST-aligned business hoursFull-TimeManager
Salary5,000 - 6,000 USD per year
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Job Details
- Experience
- 5+ years of experience in Customer Support or Customer Experience
- Required Skills
- Quality AssuranceCustomer support
Requirements
- Have 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience.
- Have experience managing Team Leads, supervisors, or multiple support teams.
- Bring a background in process optimization, systems improvement, and operational leadership.
- Have experience developing Standard Operating Procedures, quality assurance frameworks, and performance management systems.
- Be able to analyze KPIs and translate data into actionable improvements.
- Be familiar with customer support platforms, CRM systems, ticketing tools, and workflow automation.
- Be able to manage competing priorities and lead teams in a fast-paced environment.
- Have strong organizational skills and a proactive approach to accountability.
- Be available to work full-time during EST-aligned business hours.
Responsibilities
- Lead, coach, and develop Customer Support Team Leads.
- Oversee departmental performance, accountability, expectations, and performance standards.
- Evaluate and optimize Customer Support systems, workflows, processes, and Standard Operating Procedures.
- Establish quality assurance standards, audits, call reviews, and performance evaluations.
- Oversee complex customer escalations and implement preventive improvements for recurring issues.
- Define and monitor departmental KPIs, reporting systems, and performance dashboards.
- Analyze performance trends and gaps, and implement corrective action plans.
- Oversee training programs, onboarding, and development for Team Leads and support teams.
- Develop strategies and scalable systems to improve operational efficiency and customer satisfaction.
- Partner with company leadership and other departments on priorities and customer experience improvements.
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