Customer Success Lead

Role Overview

As a Customer Success Lead, you’ll be the escalation point and source of expertise for the agents handling our customer tickets. You’ll proactively step in on our most complex and sensitive customer conversations, and drive improvements through training, documentation, and process work across CS.

What You Will Do

Escalations and customer advocacy, triage agent escalations, resolving or routing as appropriate and coaching agents in the process, communicate directly with customers on complex or sensitive cases requiring specialized support.

Why It Might Be a Fit

The ideal candidate brings strong communication skills, a customer-first mindset, and an eye for the patterns behind individual tickets.

Requirements

• 3+ years in customer-facing support roles, at least 2 of which included email/async support for an online consumer product (B2C SaaS)
• Clear written communication, with the ability to effectively write help articles, training materials, or de-escalation emails
• Excellent customer instincts and strong de-escalation skills, including those surfaced from public view (app store reviews and community forums)
• Self-direction in a remote, async environment; takes action where needed and flags early when stuck
• Ownership beyond ticket scope, with the ability to identify emergent support trends and propose improvements to QA, training, or content

Benefits

• Work wherever you want!
• Competitive cash and equity compensation
• Stipend to set-up your ideal working environment
• Competitive Benefit Plans for employees based on your location
• Unlimited PTO
• 3 day weekend every month!