Review online content and comments, answer customers by email and gather service-improvement information for hololive’s audience-facing services.
About this role
The Customer Success Manager Candidate will help transform customer-success operations for Kyash’s digital wallet, combining practical service knowledge with process design and team development. The role works closely with product, engineering, Payment Operations, compliance and risk teams. It plans self-service using AI agents, chatbots, FAQs and help pages; automates inquiry and escalation flows; and improves adoption of CS tools. It develops operating approaches for fraud, chargebacks, compensation and account restrictions with payment and risk teams. It analyzes inquiries and VOC, identifies issues, advances product changes with engineers, and tracks resolution time, self-service and customer satisfaction. Applicants need customer support or success experience, experience using AI, chatbots, FAQs, CS tools or automation to improve service efficiency or quality, and a record of changing processes across teams. They must have collaborated with engineering or product teams and used inquiry data or VOC to identify issues and execute improvements, and be willing to learn and use new technology.
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