Remote-First Customer Success Manager — Scale Support

RampRight; United States; À distance; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

Unlimited PTO policy

Remote-first work environment

Home office stipend

Regular team offsites and events

Résumé du poste

RampRight is seeking a Customer Service Manager to lead and scale our support operations. You will be the voice of our customers internally, building processes from the ground up and partnering with product and engineering to advocate for customer needs.

You will own end-to-end support across channels, develop a knowledge base, and train teams to deliver a world-class customer experience as RampRight grows. This role offers significant autonomy and impact.

Qualifications

• 3+ years of customer service or customer success experience in B2B SaaS.
• Proven track record of delivering exceptional customer experiences.
• Strong written and verbal communication skills.
• Experience with support tools such as Zendesk, Intercom, or Freshdesk.
• Ability to explain technical concepts to non-technical users.
• Problem-solving mindset with attention to detail.
• Self-motivated and comfortable working remotely.
• Passion for helping customers succeed and building relationships.

Responsabilités

• Own the end-to-end customer support experience across all channels (email, chat, phone).
• Build and maintain knowledge base, FAQs, and self-service resources.
• Develop scalable support processes, playbooks, and best practices.
• Track and analyze support metrics to identify trends and improvements.
• Collaborate with product and engineering to elevate bugs and advocate for customer needs.
• Onboard and train new customers to ensure successful product adoption.
• Create customer feedback loops to inform the product roadmap.

Connaissances

Customer service experience

B2B SaaS

Remote work

Outils

Zendesk

Intercom

Freshdesk

Description du poste

RampRight is seeking a Customer Service Manager to lead and scale our support operations. You will be the voice of our customers internally, building processes from the ground up and partnering with product and engineering to advocate for customer needs.

You will own end-to-end support across channels, develop a knowledge base, and train teams to deliver a world-class customer experience as RampRight grows. This role offers significant autonomy and impact.