Customer Success Manager

We are seeking a highly skilled and experienced Customer Success Manager to lead our non-voice customer success team. The ideal candidate will possess exceptional communication skills, both verbal and written, as well as a deep understanding of consumer behavior and the psychology of communication. The ability to express empathy and build strong customer relationships is essential for this role.

The CS Manager will play a key role in ensuring our customers have a positive experience by effectively managing and developing processes, mentoring and guiding the customer success team, and building strong relationships with customers. Additionally, the CS Manager will be responsible for handling and managing escalations, creating reports, and leading the department.

Key Qualifications

– Minimum of 1 year of customer service and managerial experience.
– Proven experience in supervising, growing, scaling, and training a CS team
– Strong leadership and management abilities
– Experience in building strong customer relationships and efficiently communicating with other teams
– Strong proofreading, comprehension, and typing skills
– Passion for providing exceptional customer service
– Excellent command of the English language and strong interpersonal skills
– Exceptional problem-solving abilities and analytical skills
– Knowledge of the e-commerce industry

Key Responsibilities

– Overseeing the entire customer service process and working closely with the team to ensure everything runs smoothly
– Assisting junior customer success representatives to ensure their success in their roles
– Implementing policies to establish a level of quality customer service that exceeds expectations
– Escalating all customer complaints and refund requests, processing and tracking them through Google Sheets
– Building strong relationships with customers and monitoring their experience with our products and services, providing tailored problem-solving solutions to meet individual needs
– Managing and developing processes to make things as efficient and simple as possible while remaining highly effective
– Communicating closely with our design team to ensure customers receive only the best designs of our products.

Compensation

– Your starting salary is CAD 5.00 / Hour
– Your salary is paid out in Canadian dollars twice a month – on the 5th and 20th of each month
– There are 15 different ways you can choose to get paid with us; PayPal, Wise, Cryptocurrency, and more.

Additional Information:
Working Schedule

– 9:00 AM to 2:30 PM MST (12:00 AM to 5:30 AM PHT)
– 25 Hours / Week (Tuesday – Saturday PHT)

Apps/Websites we use

– Monday
– Slack
– Hubstaff
– Dropbox
– OrderDesk

We offer

Great working environment and culture
Opportunity to learn a lot and develop your career
Opportunity to stay with us long-term
Remote position (work from home and save time & money)

Who we are:

At our organization, we are highly focused on providing a world-class customer experience. Every decision should be made on the basis of ensuring we are delivering on this promise while also supporting our team and organization. We really foster a welcoming environment for questions and discussions.

If you are interested, please fill this form out so we can validate you accordingly:
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