Customer Success Manager

Toronto, ON
Customer Success
Full time

Customer Support is the lifeblood of our business. It is the frontlines and it directly represents our brand as we grow in selling direct to consumer.

Your role as Customer Success Manager is to ensure that our Customer Success team is running smoothly and that operating procedures are being adhered to.

Responsibilities Include:

  • Creating and maintaining SOP documents and videos
  • Ensuring consistent messaging across our SMS, email, chat, and Facebook channels
  • Managing the growth of the support team
  • Scheduling support staff hours
  • Inventory management and problem solving
  • Conducting high-level sales chats
  • Analyzing support performance
  • Creating technical workflows in support software,
  • Managing our Hush Rewards Loyalty Program,
  • Keeping relevant website pages updated

Experience Required:

  • Minimum 2 years in a support role
  • Previous management experience
  • E-commerce or D2C experience
  • Knowledge of CRMs and Chat tools

Not Required But Good to Have:

  • Understanding of CRM and email marketing
  • Experience working in retail
  • Experience working in branding
  • Proficiency in Excel
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