Customer Success Team Lead

TL;DR

Customer Success Team Lead: Take ownership of a book of business, ensure high retention, and supervise 5 offshore reps with an accent on building trust, solving complex problems, and streamlining processes. Focus on triaging support issues, escalating bugs, and evangelizing products to partners.

Location: Remote

Salary: $22–$31/hour (depending on experience + $10k annual bonus)

Company

hirify.global builds vertically-focused software for local businesses in floral, food, liquor, and butcher industries to help them thrive online and offline.

What you will do

• Own a book of business, delivering expected value and maintaining high retention.
• Build trust and rapport with clients while identifying their needs.
• Collaborate with offshore reps to meet customer needs and handle support via email/phone.
• Triage issues, diagnose problems, escalate bugs, and resolve them efficiently.
• Identify trends, streamline processes, and improve efficiency and user experience.
• Act as product evangelist to help partners leverage hirify.global products.

Requirements

• At least 1 year in Customer Success managing retention for a dedicated book of business.
• Empathetic, driven, comfortable with ambiguity, pressure, and fast changes.
• Strong communicator in writing and over the phone.
• Tech savvy with tools like Salesforce, Confluence, and proprietary systems.
• Natural relationship builder and team player.

Nice to have

• Bilingual in Spanish.

Culture & Benefits

• Equity/stock options in a profitable growing company.
• Great medical/dental/vision coverage.
• Transportation coverage (parking, rideshare, metro credit).
• Fully stocked snack bar, weekly catered lunches, company gear (MacBook Pro, swag).
• Fast-paced, fun environment with eclectic global team and immediate impact.