Head of 24/7 Customer Success & Fire-Response

Frontline Wildfire Defense; United States; Remote; USD 90,000 - 115,000; Full time

Benefits offered by this job

Remote-first work environment

Work-from-home stipend

Company-provided equipment

Flexible time off

Job summary

Frontline Wildfire Defense is seeking a Customer Success Manager to build and lead a 24/7 support team ensuring timely, calm assistance during wildfires. You will own the customer support function and guide a team of Wildfire Response Specialists across homeowners and commercial accounts.

You will design coverage, playbooks, and escalation paths, coordinating with Solutions Engineering, Installation Ops, Field Service, and Product to drive rapid issue resolution and product improvements.

Qualifications

• 5+ years in customer support, success, or monitoring with team leadership.
• Experience managing after-hours or extended-hour coverage with rotations.

Responsibilities

• Build and lead a 24/7 support team for wildfire systems.
• Coach on crisis comms, de-escalation, and incident documentation.
• Define SLAs, track metrics, and report to leadership.
• Own end-to-end customer support across channels.

Skills

Leadership

24/7 coverage

Crisis communication

Escalation management

Ticketing platforms

Tools

Zendesk

Intercom

HubSpot

Google Workspace

Slack

Job description

Frontline Wildfire Defense is seeking a Customer Success Manager to build and lead a 24/7 support team ensuring timely, calm assistance during wildfires. You will own the customer support function and guide a team of Wildfire Response Specialists across homeowners and commercial accounts.

You will design coverage, playbooks, and escalation paths, coordinating with Solutions Engineering, Installation Ops, Field Service, and Product to drive rapid issue resolution and product improvements.