Build Smaregi’s customer-success strategy, manage the team, and improve retention and account expansion across store-focused software and payment services.
About this role
The department-head candidate leads the customer-support function for Smaregi’s products. The role manages the quality of phone, email and chat support and develops self-service resources such as online help, FAQs and chatbots. It also builds support processes for new products.
Responsibilities include staff education, evaluation and attendance management, workflow and manual design, and monitoring indicators such as response rate, first-contact resolution and customer effort. The person designs retention and upsell-support initiatives, improves operations and participates in hiring interviews and evaluations.
Applicants need at least three years of B2B customer support in SaaS products or IT services. They must have managed a customer-support organisation of 20 or more people and have at least three years of organisational improvement using quantitative support-quality assessment, KPI design and improvement cycles.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
Similar jobs
Improve Smaregi support quality, lead operator development and self-service content, and use customer-response KPIs to strengthen service and retention.
Support customer onboarding and success by providing tailored solutions and strategies to enhance their experience with AI products.
Deploys LLM and generative-model systems with customer teams, leading discovery, design, full-stack development, production rollout, adoption, and reusable tools.
Manage enterprise accounts in Customer Success, supporting implementation, improving management processes, and proposing broader use of Loglass products. Work from home is available.
Support the introduction of Chemican's chemical risk management AI, managing data and customer interactions to improve work processes.