Customer Success Manager

The Role

As our Customer Success Specialist, you'll be the primary point of contact for our customers, ensuring they receive timely, helpful responses to their inquiries and concerns. You'll manage our customer support channels and help build scalable processes as we grow.
Key Responsibilities

Manage Customer Communications

Monitor and respond to all customer emails in Gmail
Handle tickets in Gorgias and RichPanel platforms
Ensure all communication channels are checked at least once daily
Maintain a maximum 12-hour response time for all tickets


Develop Support Resources

Create and maintain response templates for common customer questions
Build a comprehensive library of approved responses following our brand voice
Document customer issues and solutions for future reference


Quality Assurance

Follow established Customer Support Flow Templates
Escalate complex issues appropriately
Maintain consistency in tone, vocabulary, and messaging


Requirements

Previous experience in customer support, preferably in an e-commerce or SaaS environment
Familiarity with help desk platforms (Gorgias and RichPanel experience is a plus)
Excellent written and verbal communication skills
Strong attention to detail and follow-through
Self-motivated with excellent time management skills
Ability to learn new systems quickly

Success Metrics
You'll know you're excelling in this role when:

No customer ticket waits longer than 24 hours for a response
Customers consistently express satisfaction with their support experience
Your communications accurately reflect our company voice and values
You successfully build and maintain an effective template library that improves response efficiency

Benefits

Competitive salary
Remote-friendly work environment
Opportunities for growth and advancement
Collaborative and supportive team culture

How to Apply
Please send your resume and a brief cover letter explaining why you'd be a great fit for our Customer Success team.

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We look forward to hearing from you!