Customer Success Manager

Benefits @ Vendoo

Flexible work schedule. Fully remote, work from anywhere you like. 30 days PTO. 100% Global Health Insurance coverage. $500 yearly for educational content. $500 in the first year for home office equipment. Paid Maternal Leave: 12 Weeks. Paid Paternal Leave: 4 weeks + 4 weeks part time.

Job description

The Head of Customer Success is responsible for improving and handling the customer success and customer service. Your responsibility is to manage and oversee the day-to-day operation of Vendoo’s customer success and service departments while working with other senior leadership to identify short and long-term goals.

Responsibilities include but are not limited to:

Provides leadership, support and coaching to Customer Success and Service team members, emphasizing customer satisfaction, professional growth, collaboration, and software mastery. Implements process improvements, including departmental restructuring, resulting in an enhanced customer experience and/or improved efficiencies and lower company costs. Implements new systems and processes to strengthen communication within the CS team members and with customers. Supervising the daily operations of the customer success and service department. Setting customer support goals for team members and helping them reach those goals. Creating a reliable customer loyalty program. Making weekly and monthly reports and surveys. Be able to effectively communicate these reports across other departments. Provides project management leadership on specific cross-departmental projects. Serves as a role model when coaching employees on how to resolve complex, customer-related issues. Serves as primary contact with other departments on process improvement and problem-solving efforts. Identify when hiring is needed and able to interview and select new employees. Staying current on the latest industry (reselling) trends and techniques. Interacting with customers and handling customer queries and complaints. Keep track of and improve team KPIs such as response times, customer satisfaction, contract renewals and others.

Skills and Qualifications:

Fluent with Intercom (3 years of experience). Knows how to create bots to improve a users experience and filter messages reaching the CS agents. Knows how to create product tours to help new users understand how to use Vendoo. Knows how to filter and delegate conversations effectively to CS agents

Leadership skills Proven previous experience leading customer success teams. Experience using Hubspot (not mandatory but a big plus) or other CRM software. Previous experience working at startups (or fast-phased environments). Problem-solving skills Patience, compassion and empathy A strong passion for customer satisfaction Time Management Skills Readiness to Learn

About Vendoo

Vendoo is an online cross-posting platform created for resellers. We help resellers manage their e-commerce business on multiple marketplaces like eBay, Poshmark, Mercari, etc. With the software we have developed, we empower and help resellers save time, grow and learn more about their business.

Founded in 2017 by four founders in Washington, D.C., USA, we've grown to be a global team of 36 people focused on solving our user's needs. Our recent milestones include:

Apr 2022, Launched our Mobile app public beta. Mar 2022, Graduating from Y.C. batch of winter 2022 Mar 2022, 25 million listings created. Jun 2021, 10 million listings created. Dec 2020, 5 million listings created. Mar 2020, 1 million listings created. Jan 2020, Launched Vendoo v1. Jul 2019, Launched our public beta.

We became profitable since month 4 and staying profitable almost 3 years.

Our vision is to be the #1 reselling tool in the world. We are creating software that will allow resellers to run their business more efficiently by providing convenience at every step of the process, from sourcing inventory to shipping orders.