Customer Success Lead - Remote

Overview

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.

In Short

• 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.
• 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.
• Analyze customer feedback and support trends using Google Sheets.
• Collaborate cross-functionally with Marketing, Ops, and Fulfillment.
• Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.
• Build and maintain performance dashboards and reports.

Requirements

• 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, and Google Sheets.
• 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.

Benefits

• Opportunity to work in a fast-growing company.
• Be part of a customer-first culture.
• Work remotely from anywhere in the Philippines.