Customer Success Lead: US Operations & Strategy

GSM - Green SM; Gardena (CA); Sur place; USD 90 000 - 140 000; Plein temps

Résumé du poste

GSM - Green SM seeks a results-oriented leader to head Customer Service operations for the US market, ensuring service quality, KPI attainment, and cross-functional collaboration.

You will design and execute service strategies, develop training programs, monitor quality, coach the team, and report performance to Global leadership. This role is on-site in California, with responsibilities spanning workforce management, incident handling, and operational optimization.

Qualifications

• Bachelor’s degree or higher.
• At least 1 year in a similar Customer Service/Contact Center role using advanced Contact Center and CRM systems.
• At least 1 year in Contact Center, Customer Support, or Operations, preferably in ride-hailing platforms.
• Strong knowledge and hands-on proficiency in Customer Service technology systems.
• Eager to learn, growth-oriented, and highly accountable.
• Positive mindset, clear goals, and strong focus on outcomes.
• Willing to embrace new challenges and perform effectively under pressure.
• Strong understanding of Customer Service operations, systems and passenger transportation.
• Strong team management and leadership skills
• Proven ability to train, coach, and develop team members.
• Strong data analysis and reporting skills.
• Proficient in Microsoft Office and workplace productivity tools.

Responsabilités

• Lead end-to-end Customer Service operations, incl. KPIs, workforce, incident management, and cross-functional coordination.
• Drive Customer Service operations for the U.S. market to boost satisfaction per Global strategy.
• Develop and execute customer service strategies and operational plans.
• Develop and implement training programs for new and existing employees.
• Establish and implement effective CS quality monitoring measures.
• Coach employees using QA, ticket results and assessments.
• Coordinate cross-functionally to resolve issues and monitor SLAs.
• Provide timely reports on issues, feedback, and management requests.
• Deliver periodic reports with operational performance metrics.
• Support the setup and launch of CS operations for the US market.
• Contribute to IT systems and tools supporting CS operations.
• Propose solutions to improve workforce productivity and reduce costs.
• Monitor and assess CS quality and performance.
• Own KPIs and work quality for the assigned team.
• Escalate issues affecting CS to US Market and Global Leadership with recommendations.
• Evaluate employee performance and recommend rewards or transfers.
• Oversee CS systems, coordinating with Philippines Hub for efficiency.

Connaissances

Team leadership

Coaching

Data analysis

Reporting

Customer service operations

Problem solving under pressure

Formation

Bachelor’s degree or higher

Outils

CRM systems

Microsoft Office

Description du poste

GSM - Green SM seeks a results-oriented leader to head Customer Service operations for the US market, ensuring service quality, KPI attainment, and cross-functional collaboration.

You will design and execute service strategies, develop training programs, monitor quality, coach the team, and report performance to Global leadership. This role is on-site in California, with responsibilities spanning workforce management, incident handling, and operational optimization.