Customer Success Lead

Proactively managing escalations and customer advocacy, the full-time remote Customer Success Lead will serve as an expert for agents handling customer tickets, drive improvements through training and documentation, and address complex customer interactions directly. Key responsibilities Triage agent escalations, resolving or routing issues while coaching agents Audit ticket queues to identify QA issues and process inefficiencies, and engage in training for agents Create and maintain internal documentation and training materials to empower agents in resolving customer inquiries Required qualifications 3+ years in customer-facing support roles, with at least 2 years in email/async support for a B2C SaaS product Strong written communication skills for creating help articles and training materials Excellent customer instincts and de-escalation skills, particularly in public forums Ability to work independently in a remote, asynchronous environment Experience identifying support trends and proposing improvements to QA and training processes