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 Team Leadership & Coaching Lead and mentor a team of 4 remote customer support agents. Monitor daily performance to ensure KPIs and SLAs are met. Conduct regular 1:1s, feedback sessions, and performance reviews. Customer Experience Management Oversee customer inquiries and escalations via Gorgias and email. Ensure timely, accurate responses to support tickets and chats. Handle complex or high-level complaints with empathy and professionalism. Operational Oversight Analyze customer feedback and support trends using Google Sheets. Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues. Platform & Tool Management Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central. Optimize Gorgias macros, automations, and workflows. Reporting & Strategy Build and maintain performance dashboards and reports. Recommend and implement improvements to processes, policies, and customer journeys. Requirements What You’ll Bring 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. A proven ability to lead, coach, and inspire remote teams. Experience in a fast-paced, high-growth DTC environment. Apply To This Job