Customer Success Manager

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

📋 Description

• Lead and develop Frontline’s Wildfire Response Specialists team

• Recruit, onboard, mentor, and evaluate team performance through one-on-one meetings, call assessments, and performance reviews

• Create coverage models, shift schedules, after-hours on-call rotations, and surge staffing strategies

• Direct the team during active fire situations, focusing on outreach, customer assignments, system status tracking, and leadership updates

• Manage escalation pathways linking customer support with engineering, field service, and executive leadership

• Train cross-functional backup personnel for significant or concurrent fire incidents

• Oversee scheduling, timekeeping, overtime, and labor costs for an hourly workforce

• Ensure comprehensive customer support across phone, text, email, and app communications

• Define and monitor SLAs and customer support metrics, providing reports to leadership

• Serve as the final escalation point for complex or unresolved customer concerns

• Develop onboarding, pre-fire-season readiness, Red Flag Warning, and post-fire recovery initiatives

• Establish and maintain ticketing, phone-routing, playbook, script, SOP, and knowledge-base systems

• Collaborate with Product and Engineering on support tools and visibility into fire and system performance

• Implement sensitive-action protocols in partnership with leadership and Legal

• Monitor system performance and property outcomes following fire events

• Work together with Solutions Engineering, Installation Operations, Field Service, Product, Sales, Marketing, and partners

⛳️ Requirements

• Over 5 years of experience in customer support, customer success, emergency communications, or monitoring center operations, including a minimum of 2 years in a leadership role

• Proven experience in managing extended-hours or 24/7 operations, including shift scheduling, on-call rotations, and escalation protocols

• Capability to maintain composure and guide others in high-pressure, time-sensitive environments

• Demonstrated experience in building or scaling a support team, function, or process within a growing organization

• Experience with monitoring support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates

• Practical experience with ticketing and phone platforms such as Zendesk, Intercom, HubSpot, or similar

• Experience managing hourly staff, encompassing scheduling, timekeeping, and overtime

• Strong verbal and written communication skills, including the ability to de-escalate situations

• Willingness to participate in after-hours on-call rotation and extended hours during active fire events

• Proficient in Google Workspace and Slack

• Background in emergency dispatch, alarm monitoring, network operations center, or fire and life safety is advantageous

• Experience with connected hardware, IoT, smart home, or security products is a plus

• Familiarity with the Incident Command System, such as FEMA IS-100 and IS-700, or knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools is beneficial

• Experience in home services, construction, or field service, including ServiceTitan or similar software, is a plus

• Experience in creating customer-facing knowledge bases or self-service support resources is a plus

• Bilingual in English and Spanish is advantageous

• Successful completion of thorough background checks covering typically the past 7–10 years

• Must be U.S.-based and available for rotating shifts, including nights, weekends, and holidays

• Candidates located in PST or MST time zones are preferred

🏝️ Benefits

• Company-provided cell phone and laptop

• Medical, Dental, and Vision Insurance

• 401(k) retirement plan

• Flexible time off

• 14 paid holidays, including your birthday

• Work-from-home stipend

• Remote-first work environment

• Company-provided equipment

• Mission-driven team atmosphere