Ecommerce Customer Success Lead

About the Role:

The Ecommerce Customer Success Lead plays a pivotal role in defining and implementing our Customer Success strategy.

Key Responsibilities:

Customer Experience / Operations

• Recommend and lead strategies and initiatives that optimize the customer experience and improve efficiency
• Review customer concerns, identify intelligent solutions and ensure these are promptly executed. Handle escalations, customer recovery and retention.
• Build strong relationships with and collaborate with different internal and external stakeholders

Data Analysis

• Analyze metrics and provide critical insights to internal stakeholders
• Identify customer insights through qualitative and quantitative analysis to support existing efforts and drive new projects and initiatives

Knowledge Base Management

• Be the subject matter expert for customer success workflows, metrics, tools, etc.
• Manage and update external and internal knowledge base
• Handle internal cross training within the team and with other related teams in order to increase team productivity

Team Management

• Lead and coach a team of associates
• Handle onboarding and training
• Manage performance and output

What We're Looking For:

• Graduate of any Bachelor's Degree
• 3-5 years experience in E-Commerce or customer service with at least 1-2 years in a leadership role
• Passionate about customer success and elevating the customer experience
• Must have excellent communication, people and decision making skills
• Highly organized – can manage multiple projects and meet critical deadlines
• Amenable to work on weekends and on shifting schedules
• Willing to do WFH and onsite (hybrid set-up)
• Must have a working laptop and stable internet connection home
• Knowledgeable in Google Business Suite (Gdocs, GSheets, GSlides, etc)
• Experience with Zendesk but not required

You are an ideal candidate if you are:

• An out of the box thinker - creative problem solver!
• A strong and persuasive communicator and presenter
• A lover of data and metrics - analytical and detail oriented
• Curious and have a lot of self initiative
• A team player - can both lead and support a team
• Willing to learn and experiment with new software tools
• Organized and systematic