Customer Success Manager

Job Overview

We are seeking a strategic and results-driven Customer Success & Operations Assistant to

join the customer success and service team. This role is a stepping stone to potentially leading

customer success and managing a team. The ideal candidate will have strong problem-solving

skills, take full ownership of issues, drive resolutions, and focus on improving operational

efficiency and reducing costs.

Duties

• Integrate within the customer success team and support daily operations.

• Understand and resolve customer issues, taking full ownership until resolution.

• Improve customer satisfaction, retention, response times, and overall buying

experience.

• Identify and implement process improvements to enhance team performance and

reduce costs.

• Act as an escalation point for complex issues.

• Analyse inefficiencies and uncover cost-saving opportunities.

• Develop and maintain detailed process documentation and SOPs.

• Monitor and report on performance metrics (e.g., customer satisfaction, response

times).

• Collaborate with Sales, Product, and Marketing to align goals and streamline

operations.

Skills

• Proven experience in customer success or customer service.

• Excellent written and verbal communication skills.

• Additional European languages are a plus.

• Comfortable handling customer and supplier calls.

• Experience working with remote and hybrid teams.

• Strong leadership skills with a desire to grow into a management role.

• Highly motivated with a positive attitude.

• Analytical mindset with the ability to solve complex problems.

• Ecommerce experience is a plus.

• Proficient in using software applications:

o Microsoft Office, Google Suite

o CRM (e.g., Salesforce)

o eBay, Amazon, Outlook

o Warehouse and Order Management Systems

o Delivery Tracking Platforms

This role offers a unique opportunity to develop leadership skills and drive meaningful

improvements in customer experience and operational efficiency.