Customer Success Manager

• Lead and develop a team of Senior Customer Success Associates, ensuring high performance and collaboration.
• Oversee and coordinate additional escalation staff during high-volume periods at the beginning of each month.
• Handle complex customer escalations including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk intervention.
• Support BPO operations teams as an escalation point and provide guidance on resolution strategies.
• Analyze escalation trends, identify root causes, and drive process improvements to reduce escalation volume and improve resolution efficiency.
• Meet or exceed key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements.
• Collaborate with Engineering, Risk, Compliance, Finance, and Product teams to ensure escalation policies align with company objectives.
• Provide real-time operational oversight during peak periods to deploy additional team members and ensure prompt handling of escalations.
• Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement.

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