Customer Success Manager

Please note: the tentative start date for this position is 8/1/23. Candidates MUST live in the Eastern Standard Time (EST) Zone.

We’re looking for a Customer Success Manager to join a small and growing social media chat services agency that partners with high-profile models and content creators to power audience engagement across their subscriber networks and drive social media sales. In overseeing customer success and quality assurance, the primary objectives of this role are to ensure the highest level of customer satisfaction and keep internal teams directed toward goals and an elevated customer experience overall.

The ideal candidate has small agency or startup experience and is great at creating and implementing processes where they don’t exist and need to. Additionally, you must be an expert communicator with keen attention to detail, a high level of professionalism, and an empathetic nature that establishes trust among customers while instilling confidence in the team’s ability to get results.

Compensation & Culture:

• $55,000 base salary
• Remote-based; work hours for this position are generally 9-5 ET Mon-Friday with flexibility as long as priorities and expectations are met and depending on project timelines and customer needs
• Company-wide commitment to providing employees with a positive and supportive work environment
• Equal opportunity employer and welcome applicants from all backgrounds to apply

Responsibilities:

Customer Success Operations

• Own customer success operations, serving as the primary point of contact for models/creators, their management teams, and internal team leads on all customer-centric subject matter, issues, and solutions
• Provide the best customer experience possible by working with department leads to ensure that the teams execute contract deliverables
• Conduct weekly progress meetings with all customers or their teams to review numbers, discuss future plans, answer questions, etc.
• Manage new customer onboarding in partnership with HR and managers to ensure a seamless onboarding experience and internal teams preparedness (particularly Chat teams)
• Directly oversee Quality Assurance and hold team leads accountable for performance
• Communicate with QA and Chat Services Leads regularly to manage offshore (non-US-based) “Chatters” on all items pertaining to customer accounts
• Work with Chat Services Leads to ensure accountability among Chatters
• Develop and implement strategies to improve customer satisfaction and retention
• Monitor and analyze customer feedback to identify areas for improvement and develop solutions to address them
• Send regular updates and reminders to QA and Chat Service teams on chat guidelines and standards, and provide continuous education and employee reviews to ensure Chatters meet company expectations and standards
• Track customer turnover and coordinate with the finance team to manage invoices upon completion of work and/or agency exit
• Assist with new process and software implementations across the company to ensure all employees are properly trained and following new system protocols
• Regularly review customer placements with HR
• Work closely with the CEO and management team to identify and implement business solutions for growth

Customer Relations

• Make excellent communication a top priority at every touch point of the customer journey – both externally with talent and internally across the agency
• Establish trust and instill confidence in all customer relationships – you’ll be the person they and their teams reach out to with questions, issues, feedback, etc.
• Communicate with professionalism and empathy at all times – your goal is to get the job done and maintain healthy customer/company relations
• Resolve any issues that arise, working with Chat and Quality Assurance managers, and escalating issues to the CEO if absolutely necessary

Requirements:

• Must live in and be available to work during Eastern Standard Time (EST)
• Bachelor’s degree in marketing, communications, business or a related field
• Startup or small agency experience a HUGE plus
• 3+ years of customer success experience
• Tech savvy, expert in digital communications, strong knowledge of social media
• Familiarity with OnlyFans and/or social media subscriber networks
• Strong leadership skills with the ability to motivate and manage a team
• Ability to create and implement processes to get results
• Excellent communication skills, both verbal and written
• Patience, empathy, and a customer-centric approach
• Strong problem-solving skills with the ability to develop and implement effective solutions
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Experience working with off-shore teams is a plus

We’re looking for someone who goes above and beyond to provide exceptional customer service. If you have a background in management, excellent communication skills, and a desire to help drive business growth, we encourage you to apply!

KTeam