Ecommerce Customer Success Lead — Growth & Strategy

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

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.