Customer Success & Operations Lead: Onboarding & Growth

Evo Tech Software Solutions Inc; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IdeaMax is seeking a Customer Success & Operations Lead to oversee onboarding, support, and long-term customer success while driving operational improvements. You will build relationships with creators and brands, guide onboarding including Shopify integrations, and coordinate with cross-functional teams to resolve issues.

The role emphasizes leading a Customer Success team, documenting processes, and maintaining a high CSAT while scaling operations in a fast-paced startup environment.

Qualifications

• Excellent written and spoken English is required.
• 3+ years in customer success, support, or e-commerce ops.
• Prior experience leading or supervising a team preferred.
• Experience supporting U.S.-based customers is a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills with high attention to detail.
• Comfortable in a fast-paced startup environment.
• Ability to work independently and own outcomes.
• Positive attitude and commitment to outstanding experiences.

Responsibilities

• Guide creators and brands through onboarding and connect Shopify.
• Respond to customer inquiries via email, chat, and calls.
• Troubleshoot platform, order, and integration issues.
• Coordinate with tech, supply chain, and leadership to resolve concerns.
• Build strong relationships for long-term customer success.
• Identify opportunities to improve customer experience.
• Improve onboarding processes and maintain knowledge base.
• Test new features and provide feedback to product team.
• Track success metrics and report regularly.
• Mentor and coach Customer Success Representatives as the team grows.

Skills

English proficiency

Customer success

Team leadership

US customers

Troubleshooting

Detail oriented

Startup experience

Ownership

Positive attitude

Tools

Shopify

Loom

ChatGPT

Job description

IdeaMax is seeking a Customer Success & Operations Lead to oversee onboarding, support, and long-term customer success while driving operational improvements. You will build relationships with creators and brands, guide onboarding including Shopify integrations, and coordinate with cross-functional teams to resolve issues.

The role emphasizes leading a Customer Success team, documenting processes, and maintaining a high CSAT while scaling operations in a fast-paced startup environment.