Ecommerce Customer Success Lead

Focus Global Inc; Philippines; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Focus Global Inc in the Philippines is seeking an Ecommerce Customer Success Lead to define and drive the customer success strategy, improve retention, and align with cross-functional teams. You will lead a team, refine operations, and champion data-driven improvements.

You will analyze metrics, manage knowledge base content, and mentor associates while coordinating with internal and external stakeholders in a hybrid work setup.

Qualifications

• Bachelor's degree required.
• 3-5 years in E-Commerce or customer service with 1-2 years in a leadership role.
• Excellent communication, people, and decision-making skills.
• Highly organized with ability to manage multiple projects and deadlines.
• Willing to work weekends and on shifting schedules.
• Able to work in a hybrid WFH/on-site setup with a laptop and stable internet.
• Knowledge of Google Workspace; Zendesk experience is a plus.

Responsibilities

• Define and lead strategies to optimize customer experience and efficiency.
• Review customer concerns, resolve escalations, and drive retention.
• Collaborate with stakeholders and manage relationships across teams.
• Analyze metrics and provide critical insights to stakeholders.
• Be the subject matter expert for CS workflows and knowledge base.
• Lead, coach, onboard, and manage performance of a team of associates.

Skills

Communication

People skills

Decision making

Organization

Education

Bachelor's degree

Tools

Google Workspace

Zendesk

Job description

Ecommerce Customer Success Lead plays a pivotal role in defining and implementing our Customer Success strategy.

Key Responsibilities:

Customer Experience / Operations

• Recommend and lead strategies and initiatives that optimize the customer experience and improve efficiency
• Review customer concerns, identify intelligent solutions and ensure these are promptly executed. Handle escalations, customer recovery and retention.
• Build strong relationships with and collaborate with different internal and external stakeholders

Data Analysis

• Analyze metrics and provide critical insights to internal stakeholders
• Identify customer insights through qualitative and quantitative analysis to support existing efforts and drive new projects and initiatives

Knowledge Base Management

• Be the subject matter expert for customer success workflows, metrics, tools, etc.
• Manage and update external and internal knowledge base
• Handle internal cross training within the team and with other related teams in order to increase team productivity

Team Management

• Lead and coach a team of associates
• Handle onboarding and training
• Manage performance and output

What We're Looking For:

• Graduate of any Bachelor's Degree
• 3-5 years experience in E-Commerce or customer service with at least 1-2 years in a leadership role
• Passionate about customer success and elevating the customer experience
• Must have excellent communication, people and decision making skills
• Highly organized – can manage multiple projects and meet critical deadlines
• Amenable to work on weekends and on shifting schedules
• Willing to do WFH and onsite (hybrid set-up)
• Must have a working laptop and stable internet connection home
• Knowledgeable in Google Business Suite (Gdocs, GSheets, GSlides, etc)
• Experience with Zendesk but not required

You are an ideal candidate if you are:

• An out of the box thinker - creative problem solver!
• A strong and persuasive communicator and presenter
• A lover of data and metrics - analytical and detail oriented
• Curious and have a lot of self initiative
• A team player - can both lead and support a team
• Willing to learn and experiment with new software tools