Customer Success Lead

Customer Success Lead Remote · 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.

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

• 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.