Customer Success Manager

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

📋 Description

• Build and lead the Wildfire Response Specialists team at Frontline.

• Recruit, onboard, mentor, and manage team performance through one-on-ones, call evaluations, and performance assessments.

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

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

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

• Train cross-functional backup personnel for large or concurrent fire events.

• Oversee schedules, timekeeping, overtime management, and labor costs for an hourly workforce.

• Handle end-to-end customer support across various channels, including phone, text, email, and app messages.

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

• Act as the final escalation point for complex or unresolved customer issues.

• Develop onboarding, pre-fire-season preparedness, 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 teams on support tools and monitoring of fire and system statuses.

• Create sensitive-action protocols in coordination with leadership and legal teams.

• Monitor system performance and property outcomes following fire incidents.

• Work in partnership with Solutions Engineering, Installation Operations, Field Service, Product, Sales, Marketing, and external partners.

⛳️ Requirements

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

• Proven experience in leading extended hours or 24/7 coverage, involving shift schedules, on-call rotations, and escalation pathways.

• Ability to maintain composure and lead others during high-pressure, time-sensitive situations.

• Experience in building or scaling a support team, function, or process within a growing organization.

• Proven track record in managing support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates.

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

• Experience in managing hourly employees, including scheduling, timekeeping, and overtime oversight.

• Exceptional verbal and written communication skills, including de-escalation techniques.

• Availability for after-hours on-call rotation and extended hours during active fire events.

• Proficiency in Google Workspace and Slack.

• Background in emergency dispatch, alarm or central station monitoring, network operations center, or fire and life safety is a plus.

• Experience in supporting 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 understanding of wildfire behavior, Red Flag Warnings, and evacuation zone tools is a plus.

• Experience in home services, construction, or field service, including familiarity with 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 a plus.

• Successful completion of comprehensive background checks covering the last 7-10 years is required.

• Must be U.S.-based and available for rotating shifts, including overnight, weekend, and holiday work.

• 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 policy.

• 14 paid holidays, including your birthday.

• Work-from-home stipend.

• Remote-first work culture.

• All necessary equipment provided by the company.

• Be part of a mission-driven team environment.