Customer Success Manager

Time zone
Full Time
Opening date
Closing date
3 Aug 2021


This job has now closed and is no longer accepting applications.

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Archive Job Description

In less than three years, Flowspace has created one of the largest on-demand modern omnichannel fulfillment networks in the country, powered by cloud and mobile technology. We enable hundreds of brands and retailers to dynamically store, fulfill and ship products seamlessly to consumers nationwide from 120+ locations. Join us in our mission to transform a $100 billion warehouse and logistics industry. Flowspace is backed by Canvas Ventures, Moment Ventures, Y Combinator, and other prominent angels.

While we’re based on the westside of Los Angeles, we are open to hiring remotely (within the US) for this role.

The Customer Success Manager manages a team of  Customer Success Coordinators. They will ensure customer satisfaction through timely issue resolution. The Customer Support Manager reports directly to the Senior Operations Manager and will ensure departmental goals and KPIs are met.

What you’ll do

  • Manage a high performing team of Customer Success Coordinators.
  • Provide daily coaching to your team to ensure employee development and merchant satisfaction.
  • Participate in hiring and training for the Customer Success team.
  • Serve as the first point of contact for merchant and warehouse escalations.
  • Surface recurring problems (and relevant solutions) to product and engineering teams.
  • Meet department KPIs including but not limited to: first response time, resolution time, and customer satisfaction score.
  • Promote a team and company culture that encourages top performance and positive morale.
  • Create or improve upon organizational processes to improve work quality, team productivity, and efficiency.
  • Have ability to travel to company headquarters in Southern California for a week per month (once we reopen the office).

Who we’re looking for

  • Two years minimum experience successfully managing a team.
  • Strong understanding of fulfillment and logistics.
  • Excellent communication skills; strong email and phone etiquette.
  • Service oriented.
  • Ability to build strong relationships with clients and vendors.
  • Proactive self starter, who goes the extra mile to get the job done.

Bonus Points

  • Comfortable in a fast paced environment and able to make decisions on the spot.
  • Bachelor’s degree in operations management or other related fields.
  • Meaningful equity in a venture backed start-up
  • Medical, vision, dental, life insurance
  • 401K Matching
  • A clear success path within the company. We want you to grow and lead with us.

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