Customer Success Leader: Experience & Excellence

Kobie; Indianapolis (IN); Teletrabalho; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible Time Off

Nine Company-Wide Holidays

Comprehensive benefits for growth and…

Resumo da oferta

Kobie, a leading loyalty solutions provider, seeks a Customer Success Manager to oversee training, quality assurance, knowledge management, and escalations within the contact center. You will lead a team of QA Analysts, Trainers, and Customer Success Specialists, ensuring consistent operations, scalable processes, and high customer satisfaction in a remote-first environment.

Based in the US with flexible travel as needed, Kobie emphasizes autonomy, innovation, and employee development, offering

Responsabilidades

• The Customer Success Manager is accountable for the overall management, leadership, and continuous improvement of the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.
• The Customer Success Manager must serve as the in-house steward of operational readiness, agent development, and customer experience excellence, ensuring agents have tools, knowledge, support, and resources to deliver exceptional customer experiences.
• The incumbent will lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists and ensure daily training, quality, escalations, and support processes while identifying opportunities to improve scalability, efficiency, automation, and organizational effectiveness.
• The role is expected to operate with autonomy, exercise sound judgment, and provide leadership enabling the Senior Director to focus on strategic initiatives; embrace innovation and strengthen the organization through technology.

Descrição da oferta de emprego

Kobie, a leading loyalty solutions provider, seeks a Customer Success Manager to oversee training, quality assurance, knowledge management, and escalations within the contact center. You will lead a team of QA Analysts, Trainers, and Customer Success Specialists, ensuring consistent operations, scalable processes, and high customer satisfaction in a remote-first environment.

Based in the US with flexible travel as needed, Kobie emphasizes autonomy, innovation, and employee development, offering