Lead Customer Success

Customer Service
September 16, 2025
Full Time Remote
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Job Description

A rapidly growing Ecommerce DTC brand in the music and lifestyle niche is hiring an experienced Customer Success Manager to lead and scale its customer support operations. With over 100,000 customers worldwide and eight-figure annual revenue, the brand continues to expand globally, requiring a leader who can drive customer satisfaction while building scalable systems.

Key Responsibilities:

  • Oversee daily customer support operations including tickets, social messages, reviews, and chargebacks.
  • Manage and mentor a support team of 2–3 agents, scaling to 6–8 within 12 months.
  • Establish and enforce SOPs, macros, escalation rules, and quality control processes.
  • Handle high-risk customer escalations, including VIPs, legal issues, and public complaints.
  • Track key performance metrics (CSAT, NPS, ticket volume, response times, chargeback rates) and deliver actionable insights.
  • Collaborate with marketing and operations teams to integrate customer feedback into strategy.

Role Requirements:

  • 4+ years of customer support management experience in ecommerce/DTC or SaaS.
  • Proven success leading teams in high-volume environments (500+ tickets/day).
  • Strong English communication skills, both written and verbal, with a neutral and professional tone.
  • Hands-on experience with customer escalations and tools such as Gorgias, Shopify, Slack, Notion, and Google Workspace.
  • Familiarity with automation platforms (Zapier, AI tools, n8n) and ability to manage implementations.
  • Data-driven mindset with proficiency in dashboards and reporting tools (Google Sheets, Looker Studio).

  • Calm, empathetic, and decisive under pressure, with a strong process-oriented approach.

Growth Opportunities & Benefits:

  • Clear career path toward Head of Customer Success / CX Lead.
  • Exposure to global operations and cross-functional projects.
  • Paid training in automation and customer success tools.
  • International collaboration with consultants on AI-driven projects.
  • Competitive benefits including paid vacation, sick leave, national holidays, loyalty bonus, 13th salary, and learning budget.

How to Apply:
Interested candidates should prepare for a structured hiring process consisting of a questionnaire, a video submission, and two one-on-one interviews. Submit your application today to take the next step in advancing your career in customer success.

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