Overview a customer success manager to lead and mentor a team of 7 remote customer success agents. This role serves as the key link between the customer support team and company leadership, ensuring that service standards are met across multiple platforms and communication channels. The ideal candidate is proactive, data-driven, and passionate about delivering exceptional customer experience. Key responsibilities lead and manage a team of 7 remote customer success agents, ensuring daily performance goals are achieved. Track and analyze key customer metrics such as satisfaction, refund rates, dispute resolution, and online reviews. Provide actionable insights and regular reports to leadership on customer trends and challenges. Oversee day-to-day operations across channels, including phone, sms, email, live chat, and marketplace communications (amazon, walmart, ebay). Manage reviews, returns, disputes, and claims (amazon, paypal, stripe, fedex, chargebacks, etc.). Ensure compliance with platform policies and resolve escalations in a timely manner. Coach, train, and mentor the team to improve efficiency, professionalism, and overall customer satisfaction. Collaborate with cross-functional teams to address product, shipping, and warehouse issues impacting customers. Required skills and experience 3 years of experience in customer success, customer service, or account management. Proven experience working for u.s.-based companies and serving american clients. Strong leadership and team management skills. Excellent written and spoken english communication. Ability to analyze data and present insights to leadership. Hands-on experience with e-commerce or marketplace customer service, especially amazon. What we offer competitive compensation based on experience. Direct mentorship from current managers, with opportunities for career growth as the company scales. A collaborative, remote-first work environment where your leadership will make a meaningful impact. Job details job title: manager of customer success job modality: 100% remote employment type: full-time industry: e-commerce & manufacturing j-18808-ljbffr