Author name: admin

Headquarters: Hong Kong

URL: https://storeganise.com/

The role

This is a fantastic opportunity for a skilled and experienced Customer Success professional to work from home in a positive company culture, serving our clients in the Americas. However, this is not a role for everyone. We expect results, high standards, and a commitment to excellence. As the face of our company, you will be responsible for:

• Leading product demos via webcam for potential customers.

• Managing onboarding calls with new clients including data conversions.

• Handling customer support tickets and inquiries with professionalism and empathy.

• Managing enquiries over the phone or via email.

This role requires:

• Exceptional verbal and written English and fluent Spanish (both tested during the interview process). If your written English is not near-flawless, please do not apply.

• Strong ability to learn complex processes and break them down into clear guides.

• Work with data and spreadsheets.

• The ability to work during US hours.

Key responsibilities

• Become an expert in our platform and products to answer customer questions accurately and promptly.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Attend and lead product demos with potential customers.

• Manage onboarding and training for new and existing customers.

• Assist customers in data conversions, preparing data and running imports as part of new onboardings.

• Troubleshoot and solve customer problems creatively and efficiently, often requiring custom solutions.

• Test new features, reproduce bugs, and provide detailed feedback to the product team.

• Write, maintain, and improve help articles, onboarding guides, and training materials to support customer self-service and internal knowledge sharing.

• Identify and implement improvements to the customer support process.

• Provide insights to leadership and product teams to constantly improve the software and business operations.

What were looking for

We need a self-motivated, highly capable individual who:

• Has at least 3+ years of experience in Customer Support, Customer Success, Account Management, Sales, or a similar role, preferably within B2B SaaS.

• Thrives on problem-solving and thinking critically under pressure. This is a must!

• Has a strong understanding of software, enjoys exploring its features, and appreciates how it applies to business operations.

• Actively uses AI tools to improve workflows, draft documentation, and work more efficiently Has a good understanding of AI tools and experience using for personal or work tasks and is keen to continue developing these skills.

• Possesses exceptional communication skills (both written and verbal). This will be tested during the application process.

• Is comfortable working remotely and using tools like Slack and Notion to collaborate asynchronously.

• Understands the value of proactive, continuous improvement.

• Can work autonomously while being part of a global team.

• Fluency in English (written and spoken).

• Fluency in Spanish (written and spoken) is required.

• Proficiency in Portuguese or other languages is a significant bonus.

Technical setup:

• A fairly good computer (Mac preferred, but Windows is acceptable).

• A stable and reliable internet connection.

• A webcam for video calls and demos.

• A headset with a microphone (can be provided if needed).

Bonus points for:

• Knowledge of the self-storage or property sectors.

• Sales training or experience in a sales role.

What we offer

• Competitive salary benchmarked to your market.

• Fully remote work from home anywhere in Latin America.

• Generous holiday allowance.

• Real ownership and room to grow within a fast-moving global product team.

• A small, tight-knit team that genuinely values your input and invests in your development.

Who this job is NOT for

This role is not suitable for:

• Those uncomfortable with high expectations: If you dont thrive under high standards and are not willing to deliver exceptional results, this role is not for you.

• Individuals without flawless written English: Clear and professional communication is critical in this role, and your written English will be tested during the hiring process.

• People who struggle with problem-solving or independent thinking: If you rely heavily on guides, templates, or scripts to resolve issues, this role will be a poor fit. We expect you to become an expert in the software, running tests and exploring the system to develop unique solutions to customer problemsmany of which wont have predefined answers.

• Those unfamiliar with remote work: You need to be self-motivated, disciplined, and able to work independently in a remote environment.

• Candidates who cannot work US hours: This position requires availability during US hours (ideally Eastern time).

• Anyone with limited experience in technology: If youre not comfortable working with software, troubleshooting, or learning technical systems, this role will be challenging.

This job requires initiative, adaptability, and a strong desire to master the software and think outside the box to solve problems. If this doesnt sound like you, its better to explore other opportunities that align with your strengths.

Why join us?

We are deeply proud of our Customer Success team, which consistently earns 5-star reviews for the quality of our service. In this role, youll be expected to maintain these high standards and help us delight our clients continually.

If youre a proactive, detail-oriented individual who enjoys solving problems and helping customers succeed, wed love to hear from you!

To apply: https://weworkremotely.com/remote-jobs/storeganise-customer-service-specialist-remote-americas-english-spanish-required

Headquarters: United States

URL: https://tabletcommand.com

Tablet Command builds software that matters. We are the emerging leader in incident response and management solutions for public safety agencies in the US and Canada. Our iPad app is in the hands of firefighters and other first responders while they respond to emergency incidents. We deliver an intuitive, easy-to-use, and, above all, robust and reliable software solution that improves outcomes.

Tablet Command Enterprise Service is in use by thousands of fire service professionals across hundreds of fire departments throughout North America. Our customers include San Francisco, San Diego, Denver, Charlotte, and departments in California, Colorado, Missouri, Florida, and Canada. We are growing rapidly in other regions as well.

Tablet Command is a remote team within the company based in the San Francisco Bay Area. Preferred time zones are US (Hawaii to East Coast).

As a Customer Support Manager, you will be responsible for leading our customer support operations, ensuring our public safety customers receive timely, expert, and mission-critical assistance. You will manage the support team, define processes, and be the key advocate for the customer experience within the company.

Requirements

The ideal candidate will have experience working remotely and managing a customer-facing support team. We look for strong communication skills, an obsession with customer success, and a passion for high-quality service delivery. We love keeping up with new technology and best practices in customer support, and we hope you do too.

In our software, we value robustness, stability, resilience, and performance. If our code works, lives are saved. If our code fails, lives can be at risk. We’re motivated by the fact that our work has a real impact, and it pushes us to be better every day.

As a part of a small, collaborative, and agile team, you will:

• Lead, mentor, and grow the Support team, managing daily operations, scheduling, and escalation protocols.
• Define, document, and implement efficient support processes, policies, and best practices.
• Manage and prioritize customer issues, coordinating with the Engineering and Product teams for bug fixes and feature requests.
• Develop and maintain a comprehensive knowledge base, help center articles, and internal documentation.
• Maintain a strong customer focus, talking to our users directly whenever possible to understand their needs and challenges.
• Analyze support metrics (e.g., response time, resolution rate, customer satisfaction) to identify trends and drive continuous improvement.

In your application, please include an example of something you’ve created and are proud of related to customer service or support process improvement. This can be anything you choose: a streamlined process, a knowledge base article, a customer success story, or whatever you like.

Nice-to-haves include:

• Solid professional experience managing a B2B or SaaS support team.
• Experience with support platforms (e.g., FreshDesk, HubSpot CRM, Zendesk).
• Knowledge of incident management and Government IT processes.
• Ability to work independently and collaborate with a remote team.
• Action-oriented, diligent, and flexible.
• Passion for public safety and software that impacts society in a positive way.
• Familiarity with Tablet Command and/or public safety agency operations.

The Application

If you think you are a good fit for this position, please submit your resume along with a cover letter, letting us know why you want this job and why you are the best candidate for this position.

Your resume will be reviewed and, if selected, you will be scheduled for a short phone screen. During this call, we want to learn about you and give you the opportunity to learn about Tablet Command and our team.

If we (and you) want to continue, we’ll schedule a second interview with more of the team to get to know you a little better. We’ll talk in depth about your experience, your approach to customer support leadership, team management, and problem solving.

The final stage for successful candidates will be a case study/presentation challenge, where you’ll walk us through how you’d approach a real-world customer support scenario. This will be followed by a conversation with a team member and will take no longer than 1-2 hours in total. If selected, a conditional job offer will be presented that is contingent upon reference and background check.

Benefits

We’re committed to Tablet Command being a company where the best want to work. We treat people well by favouring remote work, family-friendly policies and reasonable work hours. We build exceptional support experiences by fostering clear communication, empowering the team to lead decisions, hiring smart people, and letting them get things done. We keep our edge with a commitment to inclusion and professional development.

The most important part of our company is the human element. No matter what we do, it’s guided first and foremost by an obsession with being fair, humane, kind, and respectful – values that extend not just to our team, but to every customer we serve.

At Tablet Command you will:

• Work on high-profile, meaningful software that makes a tangible difference in people’s lives.
• Your efforts will help get people home safe to their families.
• Lead and grow a dedicated support team of professionals who are passionate about technology and public safety.
• Work with great equipment and cutting-edge tools. Be given a competitive compensation package with a generous vacation policy.

This position has an annual salary range of $100,000 – $180,000 DOQ.

At Tablet Command we provide:

• Comprehensive medical, dental, and vision insurance
• Life insurance and short- and long-term disability coverage
• Paid vacation and holidays
• 401(k) – no company match
• Access to a suite of other benefits through our PEO provider

To apply: https://weworkremotely.com/remote-jobs/tablet-command-inc-customer-support-manager

Headquarters: United States

URL: https://hospitable.com/careers

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of ourpublic Town Hallsfor yourself: https://hsptb.com/twnhll

Hospitable.comis aremote-onlyandfullydistributedcompany. We hire based on timezones, not countries.

What you will be working on?

As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience.

Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processesmaintaining an average CSAT of 87%. Were looking for someone who can take whats working and make it even better.

To accomplish this, you will:

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We’re aiming for a first response time of <5mins for live chat and a total resolution time of 12h.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team’s support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Requirements

For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries outside of such time zones will not be considered.

If you’re hesitant to apply for this position because you feel that you don’t meet this list of qualifications fully, don’t worry! We still want to hear from you.

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

The company itself is also a product, one that we iterate on. We’re always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managedand a culture that is focused on results and output.
• The total budget for this role is within US$96,220.80 – $120,614.00 depending on the cost of living in your location. We can hire talent internationally as contractorsor employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $81,787 to $102,521 depending on the cost of living in your location.
• We also offer options into the company equity through our $HOST token (RSU’s), with a grant value of up to $54,276.30, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD $343,016.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.

To apply: https://weworkremotely.com/remote-jobs/hospitable-customer-advocate-lead-north-america-remote

Headquarters: United States (Remote)

URL: https://localizejs.com/company/careers

Localizeis seeking a strategic, growth-oriented Customer Success Manager to own key customer relationships, drive measurable business outcomes, and expand our footprint across a growing portfolio of enterprise and high-value accounts. Youll combine consultative partnership with commercial ownership to help customers realize value while identifying opportunities for deeper adoption and expansion.

In this role, youll lead new customer onboarding and drive product adoption, while continuously monitoring customer health metrics to identify risks and proactively address them. A critical part of your role will be to uncover and capitalize on expansion opportunities, including upsell and cross-sell initiatives that align with customer goals and maximize customer lifetime value (LTV).

You will act as a trusted advisor, helping customers extract maximum value from our solutions while identifying new ways to solve business challenges through deeper engagement and broader solution adoption. Additionally, youll collaborate with internal teams and leadership to shape customer success strategies and support the execution of company and departmental goals.

If you’re passionate about building strategic relationships, solving real business problems, and driving measurable outcomes through account growth and ecosystem collaboration, we want to hear from you!

What Youll Do

Strategic Account Management & Engagement

• Own a portfolio of strategic accounts, building trusted relationships with both executive stakeholders and day-to-day users.
• Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes.
• Conduct regular check-ins, QBRs, and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs.
• Monitor account health metrics (e.g., engagement, usage, NPS) and take proactive, data-driven actions to reduce risk and improve satisfaction.

Revenue Growth, Expansion & Retention

• Own renewal and expansion targets within your book of business.
• Carries a quarterly retention and expansion goals aligned to departmental targets.
• Own the full customer lifecycle post-sale, including adoption, retention, renewal, and expansion.
• Identify and execute upsell, cross-sell, and expansion opportunities through strategic account planning and needs discovery.
• Build strategic relationships to enable cross selling within an organization
• Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic, consultative account planning.
• Drive renewals by demonstrating value, identifying upsell opportunities, and minimizing churn risks.
• Proactively manage customer relationships to ensure satisfaction, minimize churn, and drive long-term retention through consistent engagement and value delivery.
• Contribute to evolving the Customer Success playbook by sharing best practices, process improvements, and strategic insights.

Customer Advocacy & Feedback Loop

• Serve as the voice of the customer by collecting insights and feedback to inform Product, Marketing, and Support roadmaps.
• Support the creation of customer success stories, case studies, and user groups to showcase impact and foster community.
• Collaborate cross-functionally to improve the end-to-end customer experience and surface opportunities for platform enhancements.

Onboarding & Product Adoption

• Lead onboarding for new customers, ensuring successful implementation, early engagement, and a smooth handoff from Sales.
• Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly.
• Conduct training sessions, webinars, and enablement initiatives to promote self-sufficiency and drive product stickiness.

What Success Looks Like

• High retention and renewal rates across your customer portfolio
• Consistent and strategic execution of cross-sell and upsell initiatives
• Expansion revenue aligned to strategic growth goals
• Strong executive and user-level relationships
• Demonstrated customer value and engagement via product usage metrics
• Consistent execution of CS playbooks, QBRs, and strategic planning cycles
• Customer participation in co-branded initiatives and partner programs
• Acts as a true team player by fostering a culture of collaboration, empathy, and accountability across departments. Success is demonstrated through proactive knowledge sharing, supporting peers, and contributing to a unified approach that improves customer satisfaction, renewals, and growth

What You Bring

• 3+ years of experience in a Customer Success, Account Management, or Client Partner role within a B2B SaaS environment
• Proven ability to own and grow revenue from existing customer accounts through cross-selling, upselling, and partnership development
• Excellent communication and executive presence; comfortable engaging C-level stakeholders
• Strong technical fluency and ability to translate product value to business outcomes (HTML/CSS/JavaScript familiarity is a plus)
• Highly organized, metrics-driven, and able to manage multiple priorities independently in a fast-paced environment
• Brings a disciplined approach to CRM hygiene and leverages tools like HubSpot to track key performance metrics, maintain accurate customer data, and support reporting workflows that enable data-driven decision-making
• A proactive mindset with a bias toward action, you dont wait for issues to escalate; you anticipate customer needs, address risks early, and work cross-functionally to ensure long-term success and satisfaction
• A genuine team player mindset, fostering collaboration, empathy, and accountability across departments. Proactively shares knowledge, supports peers, and contributes to a unified approach that drives customer satisfaction, renewals, and growth
• A strategic mindset with the ability to identify and nurture partnerships such as integrations, co-marketing initiatives, and referral programs that deliver mutual value and drive business growth.

To apply: https://weworkremotely.com/remote-jobs/localize-customer-success-manager