Customer Success Lead

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

📋 Description

• Take ownership of the complete customer support function through email and phone, providing outstanding service to both B2B clients and end users by customizing the customer experience to meet their specific needs and support journeys.

• Address customer issues promptly while adhering to established service levels.

• Investigate customer concerns and collaborate with the development team for any technical escalations.

• Track customer feedback, Net Promoter Score (NPS), and customer satisfaction metrics.

• Design, enhance, and perpetually refine customer support processes and workflows to facilitate business growth and prepare for future team scalability.

• Create and maintain scalable Standard Operating Procedures (SOPs), knowledge base content, training materials, and operational documentation to ensure consistency, improve efficiency, and aid in future onboarding.

• Identify recurring customer issues, implement long-term solutions, and suggest customer service technologies, AI solutions, systems, and operational best practices that improve service quality and operational efficiency.

• Collaborate closely with the Founder to define customer experience strategy, support broader operational initiatives, and contribute to building the operational foundations that will enable the business and future customer support team to scale effectively.

• Utilize AI and automation to establish scalable customer operations, including knowledge bases, self-service experiences, workflow automation, and AI-assisted support.

• Develop and refine AI-assisted workflows that enhance operational efficiency and the customer experience.

• Recognize where AI adds value while understanding when a personalized human touch is necessary, especially during escalations and sensitive customer interactions.

⛳️ Requirements

• Over 5 years of experience in Customer Experience.

• Demonstrated capability to build or enhance customer support functions and operational processes.

• Possess a builder mindset with the ability to design and create scalable workflows, SOPs, knowledge bases, and documentation while leveraging AI and automation to enhance customer operations.

• Flourish in dynamic startup environments, working independently, taking initiative, and adapting to multiple roles as the business evolves.

• Exceptional written and verbal communication skills in English.

• Highly organized, detail-oriented, and proactive, with the ability to think critically, solve problems in uncertain situations, take ownership, and continuously enhance processes.

• Commercially aware with a customer-first approach.

• Quick to learn and adapt to new technologies, with experience in customer support, CRM, AI, and knowledge management platforms (e.g., Freshdesk, Freshworks, HubSpot, Claude, ChatGPT, Notion, Confluence, Jira, or similar) considered a significant advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work opportunities.

• Opportunities for professional development and career advancement.

• A dynamic and supportive work environment.