Customer Success Manager

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

📋 Description

• Oversee the daily operations of the Customer Success Team, establishing clear expectations and ensuring uniform execution.

• Track and evaluate daily service performance alongside key metrics, such as queue volume, backlog, staffing coverage, response and resolution times, SLA achievement, CSAT, QA, productivity, retention/save rate, sales performance, agent inquiries, and escalations.

• Leverage data to uncover trends, highlight issues, and initiate action.

• Take responsibility for quality assurance across the team, including interaction evaluations, QA scorecards, calibration, coaching, and identifying recurring performance or knowledge deficiencies.

• Mentor and develop Team Leads and Associates to enhance customer experience, productivity, quality, retention, and sales performance.

• Act as an escalation point for intricate or sensitive customer matters.

• Enhance retention and sales performance through save strategies, product education, cross-selling, upselling, and assisted sales opportunities.

• Recognize recurring customer and agent challenges and convert them into enhancements in training, SOPs, macros, workflows, knowledge-base content, and team processes.

• Collaborate across functions with Retention, Growth, eCommerce, Product, and Operations to address customer issues and prepare the team for promotions, product launches, and other business initiatives.

• Elevate service quality and team efficiency through improved processes, technology, AI, and automation.

• Report to the Director of Customer Success & Experience and work in partnership with Marketing, Supply Chain, and external partners.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing role, ideally in DTC or eCommerce.

• More than 2 years of experience in directly managing customer support teams, including Team Leads and/or frontline agents.

• Experience overseeing global, offshore, outsourced, or BPO-based customer support teams.

• Extensive experience in quality assurance, agent coaching, performance management, and team development.

• Proven ability to manage high-volume customer support operations while maintaining performance against service-level objectives.

• Experience in owning or contributing to customer retention, save, cross-sell, upsell, or assisted sales initiatives.

• Strong grasp of customer service KPIs, including CSAT, SLA, response time, resolution time, productivity, and QA.

• Excellent judgment and demonstrated capability in resolving complex customer escalations.

• Data-driven mindset comfortable with utilizing performance trends to identify issues, coach teams, and enhance results.

• Exceptional written and verbal communication skills with the ability to effectively lead across teams and time zones.

• Background in beauty, wellness, consumer products, or another rapidly growing DTC brand.

• Familiarity with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar.

• Experience in developing or enhancing QA programs, agent scorecards, and coaching frameworks.

• Knowledge of AI, automation, or self-service tools to improve customer support operations.

🏝️ Benefits

• Performance-based bonus.

• Medical, Dental, and Vision insurance.

• Unlimited PTO plus paid holidays.

• Remote-first work environment.

• Stipends for fitness, continuous learning, and work-from-home setup.

• Discounts on iRESTORE Products.

• High-visibility role with opportunities for career advancement.

• Collaborative, fast-paced team that values initiative and ideas.