Customer Success Manager

4 days ago

Manila, National Capital Region, Philippines Lyfe LLC Full time $70,000 - $120,000 per year
Job Title: Customer Success Manager

Location: Remote

Experience: 5+ Years in Customer Success / Support Leadership


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 India and 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 or Customer Support
  • 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

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