Customer Success Manager

Location: RemoteExperience: 5+ Years in Customer Success / Support LeadershipWork Schedule: 9:00 am – 5:00 pm EST💻 Please note: This is a remote role — candidates must have access to their own laptop and a stable internet connection.🛒 About LYFEAt LYFE, we’re building a fast-scaling hardware and ecommerce brand redefining the future of architectural hardware. Our Products are in the Luxury niche. Our customer base is growing across the US — and so are their expectations. We’re looking for someone who doesn’t just manage support tickets, but owns the customer experience end-to-end and scales it like a well-oiled machine.🎯 The RoleWe’re hiring a Customer Success Manager who will take complete ownership of our customer support systems. You’ll be responsible for building scalable SOPs, handling escalations with clarity and empathy, and ensuring every customer — regardless of who handles their query — receives consistently excellent service.This is a leadership role, not an agent role. You’ll work closely with Indian and Filipino support agents, lead quality assurance, and take full accountability for support outcomes.🧰 Responsibilities🧭 Leadership & OwnershipLead and oversee support operations globally Serve as the point of escalation for critical or sensitive customer cases Ensure consistent customer service quality across geographies and agents 🛠 SOPs & Process BuildingBuild, document, and maintain clear SOPs for all major customer touchpoints Implement tone guidelines, escalation frameworks, and ticket triage flows Create internal playbooks, templates, and onboarding kits for support agents 📈 Quality & ReportingRegularly audit support tickets to monitor quality and adherence to process Set up and own KPIs — response time, resolution rate, CSAT/NPS Spot recurring issues and proactively fix the root causes via process improvements 👥 Team CoordinationCoach and guide customer support agents to upskill and improve performance Run knowledge-sharing, calibration, and performance feedback sessions Collaborate with operations, logistics, and product teams to close the loop on issues ✅ Must-Have Skills5+ years of experience in Customer Success Proven experience leading or managing a support team Strong process builder — can create SOPs, escalation flows, and playbooks Excellent English (written and spoken) — clear, warm, and professional Comfortable working with distributed teams Tools: Google Sheets, helpdesk platforms (Zendesk, Freshdesk, Gorgias, etc.) Has handled CS teams before Bonus PointsEngineering background or strong technical aptitude Experience in ecommerce, D2C, or logistics-heavy companies Familiar with basic customer support automations (chatbots, macros, etc.) What Success Looks LikeYou’ve established clear, working SOPs within the first 30 days Escalations are rare — and when they happen, they’re handled fast and well Customers across regions report a consistent, high-quality experience Agents are well-trained, confident, and aligned You don’t wait for problems — you fix them before they snowball Skills: customer success management,sop development,leadership,remote locations,operations,process improvement,ecommerce,crm,startup experience,escalation,customer success planning