[Hiring] Customer Success Lead @Activate Talent

Activate Talent; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A fast-growing DTC eCommerce brand is seeking a Customer Success Lead to enhance their support operations. This remote, full-time role involves leading a team, managing customer experiences, and improving operational efficiency through strategic oversight and data analysis. Ideal candidates have extensive experience in customer support leadership and thrive in dynamic environments.

Qualifications

• 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role.
• Proven ability to lead, coach, and inspire remote teams.
• Experience in a fast-paced, high-growth DTC environment.

Responsibilities

• Lead and mentor a team of 4 remote customer support agents.
• Oversee customer inquiries and escalations via Gorgias and email.
• Build and maintain performance dashboards and reports.

Skills

Customer Support

Leadership

Communication

Emotional Intelligence

Data Analysis

Tools

Gorgias

Shopify

Amazon Seller Central

Google Sheets

Job description

Jun 16, 2025 - Activate Talent is hiring a remote Customer Success Lead. Location: Philippines.

Customer Success Lead
Remote · Full-Time

A fast-growing DTC eCommerce brand revolutionizing the at-home hair removal experience is seeking a Customer Success Lead to elevate our support operations and team performance. We’re committed to delivering exceptional customer experiences through high-quality products and a customer-first mindset.

As we continue to scale, we’re looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support.

What You’ll Do

Team Leadership & Coaching

• Lead and mentor a team of 4 remote customer support agents.
• Monitor daily performance to ensure KPIs and SLAs are met.
• Conduct regular 1:1s, feedback sessions, and performance reviews.

Customer Experience Management

• Oversee customer inquiries and escalations via Gorgias and email.
• Ensure timely, accurate responses to support tickets and chats.
• Handle complex or high-level complaints with empathy and professionalism.

Operational Oversight

• Analyze customer feedback and support trends using Google Sheets.
• Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues.

Platform & Tool Management

• Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.
• Optimize Gorgias macros, automations, and workflows.

Reporting & Strategy

• Build and maintain performance dashboards and reports.
• Recommend and implement improvements to processes, policies, and customer journeys.

Requirements

What You’ll Bring

• 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role.
• Proficiency in:
• Gorgias (or similar support platforms)
• Shopify
• Amazon Seller Central
• Google Sheets (data analysis and reporting)

• Strong communication skills and emotional intelligence.
• A proven ability to lead, coach, and inspire remote teams.
• Experience in a fast-paced, high-growth DTC environment.