Taking applicationsChat / Email·Posted 8d ago
Customer Success Team Lead
Promenade GroupVerified company
Remote
Pay
$22–$31/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Not stated
EnglishLead level
About the role
A full-time remote Customer Success Team Lead role overseeing eight offshore support representatives and managing a book of B2B client accounts. It combines email and phone customer support with retention work, issue triage, and process improvement, paying USD 22–31 per hour.
What you'll do
- Own a book of business and ensure clients receive value
- Maintain high retention and build trust with clients
- Identify customer needs and coordinate offshore reps to meet them
- Handle support requests by email and phone
- Triage incoming support issues and escalate bugs to engineering
- Identify trends and inefficiencies to improve support processes
- Advocate for partners and resolve issues promptly
- Act as a product evangelist for Promenade products
What you'll need
- Natural relationship builder
- Passionate about serving small businesses and startups
- Tech savvy with Salesforce, Confluence, and proprietary systems
- Excellent written and phone communication
- Friendly, optimistic, and caring demeanor
- Adept at working under pressure and tight deadlines
- Detail-oriented
- Calm and positive in all situations
Skills
Customer success managementB2B relationship buildingRetentionEmail and phone supportIssue triage and escalationProcess improvementSalesforce/ConfluenceCommunication
Benefits
Equity/Stock optionsHealth insuranceTransportation coverageEquipment providedCareer growthSnack bar and weekly catered lunches
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Applications close on 18 November.