Vendor Success Manager

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

📋 Description

• Manage relationships with key BuyGoods vendors, serving as their primary Customer Support contact.

• Facilitate vendor communication via email, Slack, Microsoft Teams, Telegram, and additional channels.

• Supervise Vendor-Managed Customer Support, including quality assurance, performance evaluation, and escalation processes.

• Analyze customer support metrics such as contact reasons, refunds, cancellations, CSAT, and recurring problems.

• Convert data into actionable insights and recommendations for both vendors and internal teams.

• Handle challenging conversations and influence vendor behavior while fostering strong relationships.

• Collaborate with Customer Support, Compliance, Fulfillment, and Business Development teams to address issues.

• Develop and enhance processes, reporting systems, playbooks, and Voice of Customer initiatives.

• Recognize recurring issues and proactively devise solutions to prevent their recurrence.

• Establish dependable vendor communication and follow-up protocols.

• Deliver regular insights for customers and vendors.

• Enhance the quality and performance of vendor support.

• Create scalable processes and feedback loops among vendors and internal teams.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, Vendor Management, Partner Management, Customer Experience, or Operations.

• Proven experience managing external clients, vendors, or partners.

• Familiarity with Customer Support operations, including escalations, quality assurance, ticket reviews, or performance monitoring.

• Strong data analysis and reporting capabilities using Excel or Google Sheets.

• Experience with CRM/help desk platforms such as Zendesk, Gorgias, Salesforce, Shopify, or similar tools.

• Excellent communication and stakeholder management skills.

• Ability to manage multiple priorities and communication channels effectively.

• Skilled in delivering difficult feedback and influencing without formal authority.

• Highly organized, proactive, and comfortable working independently.

• Availability to work from 9:00 AM to 5:00 PM.

• Must reside in the United States.

🏝️ Benefits

• High-impact individual contributor role with considerable ownership and visibility.

• Cross-functional exposure across Customer Support, Vendor Management, Compliance, Fulfillment, and Business Development.

• Opportunities for career development in vendor management, customer experience, operations, data analysis, quality, and process improvement.

• Chance to shape and enhance the Vendor-Managed Customer Support program.

• Visible impact on vendor performance, customer experience, support volume, and cancellation rates.