Customer Success Manager for Digital Beauty and Innovation Hub BR
Premier Media, Brazil
Job Description
Hello, Customer Success Managers!
I'm Sarah, the founder and the CEO of Holiniq. I’m dedicated to revolutionizing beauty education and empowering individuals with science-backed insights, fostering a positive shift in the beauty industry.
About the company:
Holiniq is a global beauty education provider that empowers thousands of women every month through science-backed online courses that deliver results. We were founded under the belief that a world where people are in control of how they feel about themselves is better than a world where society's expectations shape how we think about ourselves.
Today, we are actively developing the knowledge and education to shift culture and make this possible, with the ultimate goal of enabling people in society to choose how they want to look, feel and be exactly who they want to be.
About the role:
As our Customer Success Manager, your role is to advocate for the customer and ensure they are provided the best experiences in the industry. As the first person hired to lead the CX department, you’ll support the development and evolution of the department towards better service and more automation. You’ll be collaborating with product, marketing, and ops to deliver delightful customer experiences while also staying commercially focused to ensure we stay competitive and at the cutting edge in our industry. We are looking for someone with a keen key for business development opportunities, who takes pride in their exceptional empathy for customers while being a fervent defender of the company's values and outcomes.
This is a Full-Time Remote position.
- Team Leadership and Well-being: Foster a supportive and positive work environment. Lead, mentor, and develop the customer service team, ensuring their well-being and setting them up for success.
- Team Training and Development: Establish regular training and development programs for team members to enhance their skills and performance.
- Performance Optimization: Implement strategies to maximize team performance. This includes setting clear goals, providing regular feedback, and identifying training and development opportunities.
- Customer Retention: Develop and execute strategies that encourage customer loyalty and repeat business. Monitor customer interactions to ensure a high standard of service is consistently maintained.
- Operational Efficiency: Identify and implement process improvements and automation tools to enhance service quality while maintaining simplicity and efficiency in operations.
- Business Opportunities Identification: Proactively identify business opportunities through customer interactions and feedback. Leverage customer success as a tool to address these opportunities creatively.
- Reporting and Analysis: Regularly analyze customer service metrics to drive improvements and report on department performance and customer satisfaction trends.
- Stakeholder Collaboration: Work closely with other departments to align customer service initiatives with broader company goals and ensure a cohesive customer experience.
- Compliance and Best Practices: Ensure full compliance with industry standards and best practices in customer service while also integrating innovative solutions based on the specific needs of the business.
Requirements
- Proven experience of 5+ years in a customer success or operations role, with a track record of optimizing team performance, customer satisfaction, and customer retention.
- Strong leadership skills with a focus on team well-being and development.
- Excellent problem-solving and decision-making abilities in complex process scenarios.
- Experience with customer service software, CRM systems, and process automation tools.
- Ability to analyze data and translate insights into actionable strategies.
- Strong communication and interpersonal skills, with the ability to engage and build relationships with customers and team members.
- Ability to work cross-functionally with leaders from other departments.
- Innovative and entrepreneurial mindset, with a keen eye for identifying business opportunities through customer service channels.
Benefits
- Global Work Flexibility: Holiniq offers the option to work remotely from anywhere worldwide
- Opportunities for Growth: This role is an early team role (you’ll become the 4th full-time member on the team) so there are ample opportunities for professional development and expanding your skill set.
- Salary Increases: There is potential for salary growth as you expand your skills and take on more responsibilities.
- Join us at international company mastermind meetups: in Europe, Bali or Vietnam
- For long-term employees: we offer shares in the company or generous bonus compensation packa