Customer Success Manager Jobs

RemotivateJobs

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Category:
Customer Service

Contract Type:
Not provided

Salary:

2000.00 - 2700.00 USD / Month

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Job Description:

About the Role: We are seeking an experienced Customer Success Manager to oversee and elevate our customer support function. This is not just a ticket management role – we need someone who can both fight fires and prevent them: step in when urgent customer escalations arise, and also build processes that prevent issues from recurring. The ideal candidate has a proven track record in e-commerce or SaaS CS leadership, thrives in fast-paced environments, and can confidently lead a growing team while designing efficient systems for scale.

Job Responsibility:

Overseeing all customer support operations: tickets, social comments/messages, Trustpilot reviews, chargebacks
Managing and mentoring a team of 2–3 agents, scaling to 6–8 in the next 12 months
Setting and enforcing SOPs, macros, escalation rules, and quality control standards
Monitoring CSAT, NPS, Trustpilot, ticket volume, response times, and chargeback rates
Planning and coordinating automation projects (AI, Zapier/n8n, Gorgias AI integrations)
Personally stepping in for high-risk escalations (angry customers, VIPs, legal issues)
Collaborating cross-functionally with marketing and operations to ensure customer feedback informs business strategy
Providing weekly performance dashboards and actionable insights

Requirements:

Excellent English written and verbal communication skills (neutral, customer-friendly tone)
4+ years of experience in customer support management, ideally in e-commerce/DTC or SaaS
Experience leading teams in high-volume environments (500+ tickets/day)
Hands-on with customer escalations (tickets, calls, Trustpilot reviews, chargebacks)
Proficiency with Gorgias (or similar helpdesk), Shopify, Slack, Notion, Google Workspace
Familiarity with automation tools (Zapier, AI, n8n) – able to scope and manage implementations with consultants
Strong data-driven mindset: reporting and dashboards (Looker Studio, Google Sheets, etc.)
Calm under pressure – able to prioritize and act quickly during spikes
Empathetic yet decisive – able to balance customer satisfaction with protecting the company’s reputation
Process-oriented: skilled at building SOPs, macros, and escalation systems
Startup mindset: adaptable, proactive, and solution-focused

What we offer:

Career path to Head of CS / CX Lead as the team scales
Huge potential for upward mobility as part of a fast-growing global brand
Paid training in automation and customer success tools
Work with international consultants on cutting-edge AI and automation projects
Friendly, collaborative, and laid-back internal culture
Paid benefits: 10 vacation days/year, 5 sick days/year, paid national holidays, 13th salary, loyalty bonus, unlimited approved book/course budget
Flexibility and independence once trained, with global exposure to cross-functional projects

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Success Manager