Remote Global Customer Experience Leader

RunRemote; Makati; On-site; PHP 1,102,103 - 1,197,938; Full time

Job summary

RunRemote is seeking a Customer Success Lead to shape and scale our offshore customer experience. You will own the end-to-end support function for B2B clients and end users, using AI and automation to deliver exceptional service while aligning with business goals.

You will design scalable processes, create knowledge bases and SOPs, and partner with the founder to craft a global customer experience strategy that supports rapid growth.

Qualifications

• Minimum 5+ years in Customer Experience.
• Proven ability to build or improve customer support functions.
• Experience with CRM and knowledge management platforms.
• Ability to work in a fast-moving startup.
• Excellent written and verbal English.

Responsibilities

• Own end-to-end customer support for B2B and end users across email and phone.
• Resolve issues within service levels and coordinate tech escalations.
• Design, optimize, and document scalable SOPs and knowledge bases.
• Partner with the Founder to shape customer experience strategy.

Skills

Customer experience

Process design

AI & automation

Startup environment

English communication

Organization & documentation

Tools

Freshdesk

Freshworks

HubSpot

Claude

ChatGPT

Notion

Confluence

Jira

Job description

RunRemote is seeking a Customer Success Lead to shape and scale our offshore customer experience. You will own the end-to-end support function for B2B clients and end users, using AI and automation to deliver exceptional service while aligning with business goals.

You will design scalable processes, create knowledge bases and SOPs, and partner with the founder to craft a global customer experience strategy that supports rapid growth.