Remote Customer Success Manager - Onboarding & SLA Leadership

Yellow Labs Software, Inc; United States; A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Yellow Labs Software, Inc. in a remote setting is seeking a hands-on Lead to mentor the support team, promptly resolve customer issues, and maintain high service standards for our global Cloud ERP product, CustomBooks.

You will monitor performance, train agents, and manage Tier 3 Slack channel, ensuring proper ticket creation in Zoho Desk and Jira, while guiding paid support onboarding and data handling. This role reports to the COO and supports global customers.

Responsabilidades

• Lead and mentor the support team to promptly resolve customer issues.
• Monitor performance, train agents, and ensure all SLA times are met.
• Manage Tier 3 Slack channel and ensure proper ticket creation in Zoho Desk and Jira.
• Guide customers through paid support, onboarding, and training for a smooth experience.
• Ensure adherence to paid services processes and notify the COO of any issues.
• Conduct data imports and QuickBooks conversions as needed.
• Track key metrics like customer satisfaction, product adoption, and retention rates.
• Prepare monthly reports for the COO and other stakeholders.
• Oversee Accounts Receivable and collections tasks by assigned agents.

Descripción del empleo

Yellow Labs Software, Inc. in a remote setting is seeking a hands-on Lead to mentor the support team, promptly resolve customer issues, and maintain high service standards for our global Cloud ERP product, CustomBooks.

You will monitor performance, train agents, and manage Tier 3 Slack channel, ensuring proper ticket creation in Zoho Desk and Jira, while guiding paid support onboarding and data handling. This role reports to the COO and supports global customers.