Ecommerce Customer Success Lead

Focus Global; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Focus Global in the Philippines is looking for an Ecommerce Customer Success Lead to define and implement customer experience strategies. The role involves working closely with various stakeholders and leading a team to ensure customer success initiatives are successful.

The ideal candidate will have 4-6 years of experience in E-Commerce or customer service and strong leadership, analytical, and communication skills. A hybrid work setup is available.

Qualifications

• 4-6 years experience in E-Commerce or customer service, with 2-3 years in a leadership role.
• Excellent communication, people, and decision-making skills.
• Highly organized with the ability to manage multiple projects.

Responsibilities

• Recommend and lead strategies that optimize customer experience.
• Analyze metrics to provide critical insights to stakeholders.
• Lead and coach a team of associates while managing performance.

Skills

Customer Success Strategy

Data Analysis

Project Management

Communication Skills

Team Leadership

Education

Bachelor's Degree

Tools

Google Business Suite

Zendesk

Job description

About the Role:

The 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
• 4-6 years experience in E-Commerce or customer service with at least 2-3 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
• Organized and systematic