Customer Success Manager

4 weeks ago

San Fernando, Philippines Lyfe LLC Full time

Overview Location: Remote Experience: 5+ Years in Customer Success / Support Leadership Work Schedule: 9:00 am – 5:00 pm EST About LYFE At LYFE, we’re building a fast-scaling hardware and ecommerce brand redefining the future of architectural hardware. Our customer base is growing across the US — and so are their expectations. We’re looking for someone who doesn’t just manage support tickets, but owns the customer experience end-to-end and scales it like a well-oiled machine. The Role We’re hiring a Customer Success Manager who will take complete ownership of our customer support systems. You’ll be responsible for building scalable SOPs, handling escalations with clarity and empathy, and ensuring every customer — regardless of who handles their query — receives consistently excellent service. This is a leadership role, not an agent role. You’ll work closely with Indian and Filipino support agents, lead quality assurance, and take full accountability for support outcomes. Responsibilities Leadership & Ownership: Lead and oversee support operations globally Serve as the point of escalation for critical or sensitive customer cases Ensure consistent customer service quality across geographies and agents SOPs & Process Building: Build, document, and maintain clear SOPs for all major customer touchpoints Implement tone guidelines, escalation frameworks, and ticket triage flows Create internal playbooks, templates, and onboarding kits for support agents Quality & Reporting: Regularly audit support tickets to monitor quality and adherence to process Set up and own KPIs — response time, resolution rate, CSAT/NPS Spot recurring issues and proactively fix the root causes via process improvements Team Coordination: Coach and guide customer support agents to upskill and improve performance Run knowledge-sharing, calibration, and performance feedback sessions Collaborate with operations, logistics, and product teams to close the loop on issues Must-Have Skills 5+ years of experience in Customer Success Proven experience leading or managing a support team Strong process builder — can create SOPs, escalation flows, and playbooks Excellent English (written and spoken) — clear, warm, and professional Comfortable working with distributed teams Tools: Google Sheets, helpdesk platforms (Zendesk, Freshdesk, Gorgias, etc.) Has handled CS teams before Bonus Points Engineering background or strong technical aptitude Experience in ecommerce, D2C, or logistics-heavy companies Familiar with basic customer support automations (chatbots, macros, etc.) What Success Looks Like You’ve established clear, working SOPs within the first 30 days Escalations are rare — and when they happen, they’re handled fast and well Customers across regions report a consistent, high-quality experience Agents are well-trained, confident, and aligned You don’t wait for problems — you fix them before they snowball #J-18808-Ljbffr

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