Customer Success Manager

New

iRESTOREBeauty and wellness

US - Remote, across teams and time zonesFull-TimeManager

Salary$80,000 – $100,000 base salary, commensurate with experience; Performance-based bonus

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Job Details

Experience: 5+ years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function; 2+ years of experience directly managing customer support teams
Required Skills: ShopifyQuality AssuranceCustomer SuccessZendesk

Have 5+ years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function.
Have 2+ years of experience directly managing customer support teams, including Team Leads and/or frontline agents.
Bring experience managing global, offshore, outsourced, or BPO-based customer support teams.
Have experience with quality assurance, agent coaching, performance management, and team development.
Have managed high-volume customer support operations against service-level targets.
Have experience owning or contributing to customer retention, save, cross-sell, upsell, or assisted-sales programs.
Understand customer service KPIs including CSAT, SLA, response time, resolution time, productivity, and QA.
Demonstrate sound judgment resolving complex customer escalations.
Use performance trends to identify problems, coach teams, and improve results.
Have strong written and verbal communication skills and the ability to lead across teams and time zones.
Bring experience in beauty, wellness, consumer products, or another high-growth DTC brand.
Have experience with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar.
Have experience building or improving QA programs, agent scorecards, and coaching frameworks.
Have experience using AI, automation, or self-service tools to improve customer support operations.

Lead day-to-day performance of the Customer Success Team and set clear execution expectations.
Monitor service performance and key metrics, identify trends and issues, and drive action.
Own quality assurance, including interaction reviews, scorecards, calibration, and coaching.
Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales.
Resolve complex or sensitive customer escalations with urgency and follow-through.
Drive retention and sales through save strategies, product education, cross-sell, upsell, and assisted sales.
Translate customer and agent pain points into improvements to training, SOPs, macros, workflows, knowledge-base content, and team processes.
Partner with Retention, Growth, eCommerce, Product, and Operations on customer issues, promotions, and product launches.
Improve service quality and team efficiency through processes, technology, AI, and automation.

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