Full-Time Customer Success Lead

Customer Success LeadRemote · Full-Time

A fast-growing DTC eCommerce brand revolutionizing the at-home hair removal experience is seeking a Customer Success Lead to elevate our support operations and team performance. We’re committed to delivering exceptional customer experiences through high-quality products and a customer-first mindset.

As we continue to scale, we’re looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support.

What You’ll Do

1. Lead and mentor a team of 4 remote customer support agents.
2. Monitor daily performance to ensure KPIs and SLAs are met.
3. Conduct regular 1:1s, feedback sessions, and performance reviews.
4. Oversee customer inquiries and escalations via Gorgias and email.
5. Ensure timely, accurate responses to support tickets and chats.
6. Handle complex or high-level complaints with empathy and professionalism.
7. Analyze customer feedback and support trends using Google Sheets.
8. Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues.
9. Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.
10. Optimize Gorgias macros, automations, and workflows.
11. Build and maintain performance dashboards and reports.
12. Recommend and implement improvements to processes, policies, and customer journeys.

Requirements

5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role.

• Proficiency in: Gorgias (or similar support platforms), Shopify, Amazon Seller Central, Google Sheets (data analysis and reporting)
• Strong communication skills and emotional intelligence
• Proven ability to lead, coach, and inspire remote teams
• Experience in a fast-paced, high-growth DTC environment

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