Customer Success Lead

Job Summary

As a full-time remote Customer Success Lead, the candidate will manage escalations and complex customer interactions, drive agent training and process improvements, and enhance internal documentation to support customer service excellence.

Key Responsibilities

• Triage agent escalations and communicate directly with customers on complex cases
• Audit ticket queues for QA issues and engage in training for new and existing agents
• Create and maintain internal documentation and Help Center content to empower agents

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
• Experience working independently in a remote, asynchronous environment
• Ability to identify support trends and propose improvements to QA and training processes