Customer Success Lead

4 weeks ago


Caloocan, Philippines Activate Talent Full time

Customer Success Lead
Remote · Full-Time

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.

As we continue to scale, we’re looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support.

What You’ll Do

Team Leadership & Coaching

  • 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.

Customer Experience Management

  • 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.

Operational Oversight

  • Analyze customer feedback and support trends using Google Sheets.
  • Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues.

Platform & Tool Management

  • Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.
  • Optimize Gorgias macros, automations, and workflows.

Reporting & Strategy

  • Build and maintain performance dashboards and reports.
  • Recommend and implement improvements to processes, policies, and customer journeys.
What You’ll Bring
  • 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
    • Google Sheets (data analysis and reporting)
  • 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.
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