Senior Customer Success Manager

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🕒 March 3

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WOW Remote Teams

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

🤝 B2B

🛍️ eCommerce

🎯 Recruiter

B2B • eCommerce • Recruitment

WOW Remote Teams is a company that connects businesses with top-tier virtual professionals from Latin America, including virtual assistants, digital marketers, software developers, graphic designers, and more. Their services aim to help organizations save on salary expenses while providing quality talent that is bilingual and pre-vetted. With a focus on rapid hiring processes, clients can receive candidate matches within just three days, making WOW Remote Teams a cost-effective solution for scaling teams efficiently.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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