Ecommerce Customer Success Lead

Focus Global · Metro Manila, Taguig, Philippines · 3 months ago

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
4-6 years experience in E-Commerce or customer service with at least 2-3 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:

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