Customer Success Manager

🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $90.000 - $115.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 12%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Frontline Wildfire Defense

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

💰 Venture Round em 2023-10

Consulting • Healthcare • Logistics

A Frontline Wildfire Defense tem a missão de oferecer maneiras mais rápidas, seguras e precisas de proteger casas e empresas contra incêndios florestais. Combinando hardware especializado e software avançado, a Frontline oferece sistemas automatizados de sprinklers e alertas de incêndios florestais em tempo real, garantindo que os imóveis possam se defender de ameaças de chamas. A empresa se concentra em soluções inovadoras para manter as comunidades preparadas e seguras durante a temporada de incêndios florestais.

Descrição

• Build and lead Frontline’s Wildfire Response Specialists team • Hire, onboard, coach, and manage performance through 1:1s, call reviews, and performance management • Design coverage models, shift schedules, after-hours on-call rotations, and surge staffing plans • Lead the team during active fire events, prioritizing outreach, assigning customers, tracking system status, and informing leadership • Own escalation paths connecting customer support with engineering, field service, and leadership • Train cross-functional backup staff for large or simultaneous fire events • Manage schedules, timekeeping, overtime, and labor costs for an hourly team • Own end-to-end customer support across phone, text, email, and app messages • Define and track SLAs and customer support metrics, reporting them to leadership • Serve as final escalation point for complex or unresolved customer issues • Build onboarding, pre-fire-season readiness, Red Flag Warning, and post-fire recovery programs • Build and maintain ticketing, phone-routing, playbook, script, SOP, and knowledge-base infrastructure • Partner with Product and Engineering on support tools and visibility into fire and system status • Establish sensitive-action protocols with leadership and Legal • Track system performance and property outcomes after fire events • Collaborate with Solutions Engineering, Installation Operations, Field Service, Product, Sales, Marketing, and partners

🎯 Requisitos

• 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team • Experience leading extended-hours or 24/7 coverage, including shift schedules, on-call rotations, and escalation paths • Ability to stay calm and lead others through high-pressure, time-sensitive situations • Experience building or scaling a support team, function, or process in a growing company • Experience owning support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates • Hands-on experience with ticketing and phone platforms such as Zendesk, Intercom, HubSpot, or similar • Experience managing hourly employees, including scheduling, timekeeping, and overtime • Excellent verbal and written communication skills, including de-escalation • Availability for after-hours on-call rotation and extended hours during active fire events • Proficiency in Google Workspace and Slack • Background in emergency dispatch, alarm or central station monitoring, network operations center, or fire and life safety is nice to have • Experience supporting connected hardware, IoT, smart home, or security products is nice to have • Incident Command System familiarity, such as FEMA IS-100 and IS-700, or knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools is nice to have • Background in home services, construction, or field service, including ServiceTitan or similar software, is nice to have • Experience building customer-facing knowledge bases or self-service support resources is nice to have • Bilingual English and Spanish is nice to have • Successful completion of comprehensive background checks covering typically the past 7–10 years • U.S.-based and available for rotating shifts, including overnights, weekends, and holidays • Candidates in PST or MST time zones preferred

🏖️ Benefícios

• Company-provided cell phone and laptop • Medical, Dental, and Vision Insurance • 401(k) retirement plan • Flexible time off • 14 paid holidays, including birthday • Work-from-home stipend • Remote-first work environment • Company-provided equipment • Mission-driven team environment

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