Related skills
data analysis customer success intercom zendesk knowledge base📋 Description
- Lead CS initiatives across cross-functional teams and vendors to deliver outcomes.
- Own core CS tooling improvements (Intercom, Fin, etc.) with stakeholders.
- Manage vendor and partner relationships, ensuring standards and timelines.
- Triage tickets daily to stay close to user problems and surface issues.
- Use data to identify root causes and drive improvements to processes/tools/content.
- Translate goals into CS project plans; track milestones and delivery.
🎯 Requirements
- 8+ years in community, customer, or user support with CS expertise.
- Proven cross-functional project leadership with measurable improvements.
- Hands-on with CS tooling: Intercom, Zendesk, Fin, or similar.
- Strong analytical skills using ticket data and metrics.
- Subject matter expert across CS functions; ability to coach peers.
- Experience working with external vendors and holding them to standards.
🎁 Benefits
- Fully remote workforce
- 100% employer-paid health plan
- 16 vacation days, 10 sick days, winter break
- 25 volunteer hours per year
- 16 weeks parental leave incl fertility resources
- Remote Working & Wellness Stipend $3k (prorated) and $500 Role Development Stipend
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