Head of Customer Success

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

📋 Description

• Lead, manage, and enhance the Customer Success team.

• Oversee the daily operations, projects, and priorities of the department.

• Develop and continuously refine customer service standards, workflows, and internal processes.

• Address escalations, intricate customer cases, and claims management.

• Promote customer retention and boost the number of repeat customers.

• Track and enhance customer satisfaction metrics and gather customer feedback.

• Evaluate customer journey performance and pinpoint areas for improvement.

• Create onboarding, training, and knowledge-sharing programs for Customer Success team members.

• Establish team objectives, KPIs, and performance standards.

• Conduct performance evaluations and facilitate employee growth.

• Engage in hiring, onboarding, and offboarding processes within the department.

• Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams.

• Initiate and lead cross-functional projects designed to enhance customer experience and operational efficiency.

• Assess team performance, operational metrics, and customer feedback to make data-driven decisions.

• Ensure the consistent delivery of high-quality service across all customer interactions.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Customer Experience, Operations, or Service Management.

• Prior leadership experience in managing customer-facing teams.

• Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operation, or related fields.

• Demonstrated success in enhancing customer satisfaction, retention, and service quality metrics.

• Excellent problem-solving and decision-making capabilities.

• Experience managing escalations and complex customer scenarios.

• Ability to analyze data and leverage insights to enhance team performance and customer experience.

• Exceptional communication and stakeholder management abilities.

• Proficient in both Russian and English (written and spoken).

🏝️ Benefits

• Remote-first work environment.

• International team.

• Opportunity to influence and expand the Customer Success function.

• Annual team retreats and company events.

• Fast-growing company within the travel industry.

• 37 paid days off annually.