Customer Success Manager for an eCommerce coaching company

Hi Customer Success Managers!

We are an eCommerce coaching company currently on the lookout for a Customer Success Manager who is ready to bring their expertise, adaptability, and charisma to a fast-paced, customer-centric environment. If you have a passion for problem-solving, a talent for handling escalated concerns with care, and the ability to work collaboratively while maintaining a high level of organization, this role is for you.

This is a part-time role with the potential to grow into a full-time position within 2-3 months.

We are looking for a Customer Success Manager specifically with these requirements:

• Has 2+ years of experience in customer-facing support roles, ideally within the tech industry or working with info products.
• Excels in communication, with the ability to simplify complex concepts, provide clear solutions to customers, and foster strong collaboration with internal teams.
• Possesses an analytical approach, proactively gathering and interpreting customer feedback to identify underlying challenges and deliver effective resolutions.
• Thrives in fast-paced, start-up environments, where adaptability and resourcefulness are essential.
• Is a team-oriented professional, comfortable taking initiative, working closely with leadership, and contributing across various departments as needed.

Your responsibility will include (but not limited to):

• Taking ownership of customer communication channels, ensuring timely and high-quality responses for support, service inquiries, and technical issues.
• Addressing complex or escalated customer concerns with confidence and professionalism through Zoom calls or phone conversations, providing thoughtful and empathetic solutions.
• Maintaining and monitoring info product systems, ensuring all tools and resources are consistently updated and functioning smoothly.
• Identifying, analyzing, and resolving technical challenges, working collaboratively with internal teams to implement effective fixes.
• Anticipating service challenges, identify operational constraints, and develop creative strategies to benefit both the customer and the company.
• Tracking and analyzing customer support metrics, keeping reports and dashboards up to date to identify patterns, trends, and areas for improvement.
• Working closely with billing specialists to deliver a smooth and efficient experience for customers regarding payment or fulfillment-related concerns.

Growth Opportunities/Perks:

• Work with a growing e-commerce coaching company that values innovation and teamwork.
• Grow alongside the company, taking on new roles and leadership opportunities as they arise.
• Collaborate in a dynamic, supportive environment with a mix of challenges and opportunities.
• Make a meaningful impact by helping customers overcome challenges and achieve their goals.

Our hiring process is made up of four parts, so please be aware that you will need to dedicate time for a questionnaire, a video, and two 1-on-1 interviews.

Thank you for taking the time to consider this position. I look forward to hearing from you soon!