Customer Success Lead

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RunRemote

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

🤝 B2B

Recruitment • B2B

RunRemote is a recruitment partner that helps companies hire top-rated remote professionals from the Philippines. The firm sources, thoroughly vets, and interviews candidates to present a short list of full‑time hires who work directly for the client, promising significant cost savings (around 70%) and typically placing candidates within 3–4 weeks. RunRemote charges a one-time success fee, offers ongoing support and a 90‑day guarantee, and focuses on roles across sales & marketing, operations, finance, customer experience, HR and design.

📋 Description

• Own the end-to-end customer support function across email and phone, delivering exceptional service to both B2B clients and end users by tailoring the customer experience to their unique needs and support journeys. • Resolve customer issues efficiently within agreed service levels. • Investigate customer concerns and coordinate with the development team for technical escalations. • Monitor customer feedback, NPS, and customer satisfaction metrics. • Design, optimise, and continuously improve customer support processes and workflows to support business growth and future team scalability. • Build and maintain scalable SOPs, knowledge base content, training materials, and operational documentation that create consistency, improve efficiency, and support future onboarding. • Identify recurring customer issues, implement long-term solutions, and recommend customer service technologies, AI solutions, systems, and operational best practices that enhance service quality and operational efficiency. • Partner closely with the Founder to shape customer experience strategy, support broader operational initiatives, and help build the operational foundations that enable the business and future customer support team to scale successfully. • Leverage AI and automation to build scalable customer operations, including knowledge bases, self-service experiences, workflow automation, and AI-assisted support. • Develop and optimise AI-assisted workflows that improve operational efficiency and customer experience. • Understand where AI creates value while recognising when a personalised human experience is essential, particularly during escalations and sensitive customer interactions.

🎯 Requirements

• 5+ years of experience in Customer Experience. • Proven ability to build or improve customer support functions and operational processes. • Builder mindset with the ability to design and create scalable workflows, SOPs, knowledge bases, and documentation and leveraging AI and automation to improve customer operations. • Thrives in fast-moving startup environments, working independently, taking ownership, and wearing multiple hats as the business grows. • Excellent written and verbal English communication skills. • Highly organised, detail-oriented, and proactive, with the ability to think critically, solve problems in ambiguous situations, take ownership, and continuously improve processes. • Commercially minded with a customer-first approach. • Quickly learns and adapts to new technologies, with experience across customer support, CRM, AI, and knowledge management platforms (e.g. Freshdesk, Freshworks, HubSpot, Claude, ChatGPT, Notion, Confluence, Jira, or similar) considered a strong advantage.