Customer Success Manager – CX
Remote — Brazil Philippines or Greece Type Full-Time Contractor Schedule Monday–Friday with consistent overlap with U.S. business hours
$7–$10 USD/hour depending on experience
We’re looking for an experienced Customer Success Manager – CX to take a leadership role across our agency’s customer experience function. This is a hands-on leadership position. You’ll manage client relationships and CX initiatives while also helping lead train develop and support members of our CX team. We need someone who understands excellent customer experience at both the customer level and systems level. You should be comfortable stepping into a client account identifying what needs improvement creating a plan training the team and making sure the work is executed at a high standard. You’ll work across multiple eCommerce brands and help lead projects involving helpdesks AI tools automations workflows SOPs migrations and other CX initiatives. What You’ll Be DoingTeam Leadership & Training Help lead and manage members of the CX team across multiple client accounts Train and onboard new CX team members Coach team members on communication problem-solving brand voice and CX best practices Review team performance and quality of work Provide clear feedback and help team members improve Create training materials SOPs and documentation Delegate work effectively and ensure projects and recurring responsibilities are completed Identify skill gaps and opportunities for additional training Help establish standards and accountability across the CX team Lead by example and be willing to jump in when the team needs support Client & CX Leadership Serve as a trusted point of contact for select client accounts Build strong relationships with U.S.-based clients Lead conversations around CX performance challenges opportunities and priorities Understand each client’s brand customer journey policies and CX standards Handle escalated or complex customer situations when needed Identify recurring issues and proactively recommend solutions Communicate clearly with clients about projects performance blockers and next steps CX Systems & Implementation Lead and support CX implementations and process improvements Set up and optimize helpdesk workflows tags macros rules and automations Lead or assist with helpdesk migrations and platform changes Implement and optimize AI-powered CX tools chatbots and automated workflows Scope test QA and roll out new CX initiatives Create and maintain SOPs and operational documentation Identify inefficiencies and recommend improvements across client accounts Agency & Project Management Manage multiple client accounts projects and priorities simultaneously Coordinate with internal teams to keep projects moving Support launches migrations audits and special client initiatives Track action items and ensure commitments are followed through Proactively identify problems rather than waiting for someone else to flag them Adapt quickly as client and agency priorities change
3–5+ years of experience in customer experience customer success CX operations eCommerce support or a related role Previous experience leading supervising training or mentoring a team Proven ability to train people and improve team performance Strong client-facing communication and relationship management skills Excellent written and spoken English Experience managing multiple accounts projects and priorities Strong problem-solving and decision-making skills Highly organized dependable and accountable Comfortable giving feedback and holding team members accountable Able to work independently and take ownership without constant supervision Hands-on experience with eCommerce CX platforms is highly preferred including Helpdesks Gorgias Zendesk Subscriptions Recharge Stay AI Loyalty Yotpo Reviews Okendo Yotpo AI support tools automations and chatbots
Experience leading a remote CX team Experience with Gorgias implementations or migrations Experience implementing AI-powered CX tools Experience with Shopify and DTC/eCommerce brands Previous agency or startup experience Experience creating training programs SOPs and QA processes Experience managing U.S.-based clients What Success Looks Like Your clients trust you your team looks to you for leadership and you make the entire CX operation stronger. You don’t just identify problems — you take ownership of solving them. You’re able to coach someone who needs help hold someone accountable when standards aren’t being met confidently lead a client conversation and then jump into a workflow or implementation project when needed. You help create a CX team that is organized accountable proactive and consistently delivering excellent work.
Full-time Pay 6.00€ - 8.60€ per hour
Remote
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