Senior Customer Success Manager

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🕒 Março 3

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WOW Remote Teams

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2021

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

A WOW Remote Teams é uma empresa que conecta empresas a profissionais virtuais de alto nível da América Latina, incluindo assistentes virtuais, especialistas em marketing digital, desenvolvedores de software, designers gráficos e muito mais. Seus serviços ajudam as organizações a economizar em despesas salariais ao mesmo tempo em que oferecem talentos bilíngues e pré-avaliados. Com foco em processos de contratação ágeis, os clientes podem receber indicações de candidatos em apenas três dias, tornando a WOW Remote Teams uma solução econômica para escalar equipes com eficiência.

Descrição

• Take full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolution • Serve as the escalation point for complex or high-impact customer cases • Design, document, and refine Customer Success workflows, SOPs, and quality standards • Collaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causes • Analyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retention • Define and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaints • Lead, mentor, and support Customer Success agents while remaining actively involved in execution • Represent the customer perspective in strategic discussions and operational decisions

🎯 Requisitos

• 7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership roles • Proven experience in ecommerce environments, ideally across platforms such as Shopify, Amazon, or global marketplaces • Strong analytical skills with the ability to interpret customer data and translate insights into action • Experience managing escalations and complex customer scenarios • Demonstrated ability to build systems and scalable processes • Comfortable working in a fast-paced, high-growth environment • Availability to overlap with EST working hours

🏖️ Benefícios

• Full-time, 100% remote position • Competitive compensation based on experience • Direct collaboration with founders and senior leadership • High-impact role with visibility and influence across departments • Opportunity to shape and scale Customer Success systems in a fast-growing ecommerce brand