Senior Customer Success Manager - Remote

Overview

As a Senior Customer Success Manager, you will engage with customers to resolve escalated issues, provide guidance to support agents, and analyze customer trends to improve service quality.

In Short

• Engage with customers on escalated tickets.
• Provide guidance to customer support agents.
• Analyze customer issues for trends and improvements.
• Develop internal documentation and training materials.
• Conduct training sessions for support agents.
• Maintain external help content in the Help Center.
• Perform quality assurance checks on agent work.
• Oversee the bug escalation process.

Requirements

• 3+ years of experience in a customer-facing role.
• 2+ years of experience using Zendesk or similar tools.
• Experience creating written documentation.

Benefits

• Fully remote work environment.
• Competitive cash and equity compensation.
• Stipend for setting up your working environment.
• Medical, dental, and vision benefits (Full time US only).
• 401k (US only).
• Unlimited PTO.
• 3-day weekend every month.