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
