Crossing Hurdles
Customer Success Manager | $80/hr Remote
United Kingdom
$40 – $70/hr
Posted about 20 hours ago
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Position: Customer Success Manager
Type: Contract
Compensation: $40 - $70/hour
Location: Remote
Commitment: 10-40 hrs/week
Role Responsibilities
- Design, review, and optimize AI training scenarios and customer support workflows for diverse use cases.
- Manage and guide teams of operational and Customer Success analysts, ensuring best practices and performance excellence.
- Collaborate cross-functionally to deliver insightful feedback that enhances both customer engagement and AI training outcomes.
- Analyze workflow data and customer interactions using tools such as Zendesk, Intercom, Gorgias, and ServiceNow to identify areas for improvement.
- Create and refine customer service scenarios, knowledge base materials, and escalation processes based on real-world challenges.
- Deliver clear, actionable feedback to operational teams while driving continuous improvement initiatives.
- Utilize Slack, Gmail, and calendar management tools to coordinate team activities and maximize productivity in a remote environment.
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Requirements
- Strong relevant experience in Customer Success Management or related fields, with proven leadership of CS or operational analyst teams.
- Deep familiarity with customer support platforms including Zendesk, Intercom, Gorgias, and ServiceNow.
- Demonstrated ability to design effective AI training tasks, workflows, and real-world scenarios.
- Exceptional analytical thinking and problem-solving capabilities, with a talent for converting insights into practical actions.
- Outstanding written and verbal communication skills, including feedback delivery and cross-functional collaboration.
- Proficiency in Slack, Gmail, and advanced calendar management.
- Adaptability and resourcefulness in dynamic, tech-driven environments.
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Skills
Customer Success Management
Leadership
AI Training
Analytical Thinking
Problem Solving
Communication
Collaboration
Zendesk
Intercom
Gorgias
ServiceNow
Slack
Gmail
Calendar Management
Adaptability
Resourcefulness
Location