Customer Success Lead

📋 Description

• 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
• Own customer issues that reach us publicly rather than through a support ticket, including app
• Audit ticket queues to flag QA issues, process inefficiencies, and tickets requiring escalation
• Surface emergent trends that require a broader solution, with the context needed to act on them
• Engage in training for new agent cohorts and ongoing enablement for the existing team

🎯 Requirements

• 3+ years in customer-facing support roles, at least 2 of which included email/async support for an
• Clear written communication, with the ability to effectively write help articles, training
• Excellent customer instincts and strong de-escalation skills, including those surfaced from public
• 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

🎁 Benefits

• Work wherever you want! As a fully remote company with no central office, we want you to work
• Competitive cash and equity compensation in a hyper growth, early stage company 🚀.
• Stipend to set-up your ideal working environment.
• Competitive Benefit Plans for employees based on your location (e.g. in the US we offer: Medical
• Unlimited PTO.
• 3 day weekend every month! We take off the “First Friday” every month to focus on rest