Customer Success Manager — Remote, AI-Driven Growth

OpenKrill; United States; À distance; USD 120 000 - 190 000; Plein temps

Avantages offerts par ce poste

Flexible Time Off

Nine company-wide holidays

Diverse benefits prioritizing growth

Résumé du poste

Kobie is seeking a leadership-driven Customer Success Manager to oversee quality assurance, training, and escalations within a remote-friendly contact center. This role emphasizes operational readiness, agent development, and a superior customer experience across programs.

The incumbent will drive automation, knowledge management, and scalable training, partnering with senior leadership to align with client needs and strategic goals.

Qualifications

• Five+ years of leadership experience in QA, training, customer success or contact center operations.
• Bachelor's Degree or equivalent business experience preferred.
• Experience with LMS, knowledge management, QA platforms, and AI tools.

Responsabilités

• Lead and mentor Quality Assurance, Training, and Customer Success teams.
• Set performance expectations and manage evaluations and coaching.
• Ensure frontline agents have training resources to deliver exceptional experiences.
• Develop onboarding, continuing education, certification, and client training programs.
• Drive training scalability through automation and digital learning.
• Own QA scorecards, methodologies, and calibration standards.
• Identify opportunities to automate processes and improve efficiency.

Connaissances

Leadership

Coaching

Analytical thinking

Automation

Team mentorship

Formation

Bachelor's degree or equivalent

5+ years leadership experience

Outils

Learning Management Systems

Knowledge Management Tools

QA Monitoring Platforms

AI Solutions

Process Automation

Description du poste

Kobie is seeking a leadership-driven Customer Success Manager to oversee quality assurance, training, and escalations within a remote-friendly contact center. This role emphasizes operational readiness, agent development, and a superior customer experience across programs.

The incumbent will drive automation, knowledge management, and scalable training, partnering with senior leadership to align with client needs and strategic goals.