Customer Success Manager

The Customer Success Manager is responsible for leading the team of Customer Champions to deliver an excellent experience for our customers and resolve their needs effectively. This role focuses on maintaining and continually improving the quality of customer service, ensuring that our product and services not only meet but exceed our customers' expectations. The Manager’s mission is to ensure that our product effectively serves our customers, and they are responsible for removing any roadblocks that stop us from providing an excellent customer experience.

The expected outcome:

• Ensure our clients receive response within 1 minute of contacting us and that we solve their problems within the first 20 minutes, all the while providing an outstanding service attitude (CSAT higher than 90%).
• Hire, mentor and develop Customer Success Champions to become a team that constantly provides the rest of the company with actionable insights about how we can make our product even more user friendly.
• Guarantee that our KPIs are constantly being met by the whole team, especially first time response, time to resolution, and CSAT.

The day to day tasks:

• Provide effective and corrective feedback to your team to maintain the highest standard of performance.
• Ensure your team is able to conduct effective and insightful user interviews, surveys, and analyze customer feedback to deeply understand their needs.
• Ensure consistent responses across channels, such as Intercom, social media, and other external platforms.
• Review, get and share actionable insights from analytics and data whether to improve the team’s operations, or our product.
• Seamlessly collaborate with the Product, Engineering, and Marketing teams to brainstorm, prototype, and test new ideas. Focus on finding the most valuable and feasible solutions to enhance our product.

Why YOU should apply:

• You have 4 years of managing customer success representatives in a start-up environment.
• You have experience automating Customer Support workflows through Intercom and Zendesk.
• You have a passion for providing the best possible service to your customers across different communication channels, whether it is face to face, through social media, WhatsApp, or any other channel you can think of.
• You are process driven and have experience recreating processes to ensure efficiency and productivity within your team.
• You have experience building customer service metrics and building data-driven reports that help you understand the next steps for your team's strategy.

What we can offer:

• Being part of a multicultural, highly driven team of professionals.
• 1 month (proportional) of Christmas bonus (Aguinaldo).
• Health & Life insurance.