Customer Success Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage agent escalations by resolving or directing them appropriately while providing guidance to agents.

• Engage directly with customers on intricate or sensitive issues.

• Take ownership of customer concerns raised through app store reviews, community forums, and social media channels.

• Review ticket queues for quality assurance issues, process inefficiencies, and escalation requirements.

• Identify emerging trends that necessitate broader strategic solutions.

• Train new cohorts of agents and empower the current team.

• Develop and maintain internal documentation, process guidelines, and training resources.

• Ensure the accuracy and clarity of customer-facing Help Center content.

• Participate in customer service department projects, process enhancements, and internal tool improvements.

⛳️ Requirements

• Minimum of 3 years experience in customer-facing support positions.

• At least 2 years of experience providing email/async support for an online consumer product (B2C SaaS).

• Strong written communication skills.

• Capability to write help articles, training documents, and de-escalation emails.

• Exceptional customer intuition and robust de-escalation abilities.

• Self-motivated in a remote, asynchronous work environment.

• Ability to recognize emerging support trends and suggest improvements in quality assurance, training, or content.

• Knowledge of personal finance (preferred).

• Experience in supporting a subscription-based consumer application (preferred).

• Familiarity with AI-assisted support tools and workflow automation (preferred).

• Background in contributing to a formal agent training, onboarding, or quality assurance program (preferred).

🏝️ Benefits

• Competitive cash and equity compensation.

• Bonus opportunities available.

• Stipend to create an optimal working environment.

• Medical, dental, and vision benefits for employees in the US.

• Option to participate in a 401(k) plan for US employees.

• Unlimited paid time off (PTO).

• Monthly 3-day weekends through First Friday off.

• Fully remote work without a central office.

• Flexible options for home, co-working spaces, or other locations.