Head of Customer Success *

Description

We are looking for an experienced Customer Success Specialist to take full ownership of our customer support division. The ideal candidate will possess robust remote work capabilities and a commitment to excellence in client service
  

Key Responsibilities 

• Leadership: Establish and manage a small, highly effective customer success team

• Team Management: Recruit, train, and supervise a team of 2-3 customer success agents

• Strategy Development: Implement optimal strategies and tools to boost customer satisfaction and retention

• Content Management: Create, update, and manage all helpdesk documentation and content

• Quality Control: Build effective quality control and reporting processes

Requirements

• Minimum of 2 years in customer service or support roles, with at least 1 years in a management or leadership position

• Experience in training and developing staff to enhance skills and improve service delivery.

• Ability to develop and improve customer service strategies and processes.

• Client mindset, strong learning, research and troubleshooting skills

• Proficiency in English with a strong written communication skills

1st-month objectives

1. Learn current products, practices and cases as an support agent

2. Identify and address any knowledge gaps

3. Develop a clear strategy for establishing an effective customer success framework

Next 6 month objectives 

1. Build and train a tailored customer success team

2. Develop and refine essential support documentation

3. Manage and oversee team performance

We are using   

Docker Kubernetes Helm MongoDB MariaDB Redis JavaScript Swift/Java/Kotlin(Mobile) Ngnix Cloudflare GitLab (codebase, docs, CI/CD) Site24x7 Jira Slack Google Suite (meetings,email,docs, calendar)

Why join us?

• Impact products with millions of users with direct access to key stakeholders

• Well-financed company with clear objectives and performance review every 6 months

• Ability to work across different projects and get more experience 

• Remote-first company ran on agile/scrum, with modern stack and flexible hours

• Fully covered vacations, remote workplace compensation, and other benefits
  
  Read more about the company and our core values