Customer Success Lead

Job Summary

Proactively managing escalations and customer advocacy, the full-time remote Customer Success Lead will serve as an expert for agents handling customer tickets, drive improvements through training and documentation, and address complex customer interactions directly.

Key responsibilities

• Triage agent escalations, resolving or routing issues while coaching agents
• Audit ticket queues to identify QA issues and process inefficiencies, and engage in training for agents
• Create and maintain internal documentation and training materials to empower agents in resolving customer inquiries

Required qualifications

• 3+ years in customer-facing support roles, with at least 2 years in email/async support for a B2C SaaS product
• Strong written communication skills for creating help articles and training materials
• Excellent customer instincts and de-escalation skills, particularly in public forums
• Ability to work independently in a remote, asynchronous environment
• Experience identifying support trends and proposing improvements to QA and training processes