Customer Success Lead
Customer Success Lead
Remote · Full-Time
A fast-growing DTC eCommerce brand revolutionizing the at-home hair removal experience is seeking a Customer Success Lead to elevate our support operations and team performance. We’re committed to delivering exceptional customer experiences through high-quality products and a customer-first mindset.
As we continue to scale, we’re looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support.
What You’ll Do
Team Leadership & Coaching
- Lead and mentor a team of 4 remote customer support agents.
- Monitor daily performance to ensure KPIs and SLAs are met.
- Conduct regular 1:1s, feedback sessions, and performance reviews.
Customer Experience Management
- Oversee customer inquiries and escalations via Gorgias and email.
- Ensure timely, accurate responses to support tickets and chats.
- Handle complex or high-level complaints with empathy and professionalism.
Operational Oversight
- Analyze customer feedback and support trends using Google Sheets.
- Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues.
Platform & Tool Management
- Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.
- Optimize Gorgias macros, automations, and workflows.
Reporting & Strategy
- Build and maintain performance dashboards and reports.
- Recommend and implement improvements to processes, policies, and customer journeys.
Requirements
What You’ll Bring
- 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role.
- Proficiency in:
- Gorgias (or similar support platforms)
- Shopify
- Amazon Seller Central
- Google Sheets (data analysis and reporting)
- Strong communication skills and emotional intelligence.
- A proven ability to lead, coach, and inspire remote teams.
- Experience in a fast-paced, high-growth DTC environment.
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