The role of the Customer Success & Support Lead contributes to the Stackry mission by assisting the customer service department, engaging VIP and lapsed customers and ensuring outstanding customer service is provided to our clients.

• Provide outreach and support to VIP and lapsed customers
• Provide remote CS team with support, guidance, and feedback
• Respond to escalated issues to facilitate solutions
• Train new customer service representatives
• Provide ongoing training of current customer service team
• Work directly with Customer Service manager and Remote Team Manager to ensure continuity of service
• Contribute to the development/implementation/integration of processes and procedures
• Manage, maintain and improve customer service platform, including company used chat bot platform ? Take on other tasks to support employees, managers, and call center operations
• Assist in facilitating relationship between customer service and warehouse operations
• Check security footage for customer escalations / claims
• Assist in Incident reporting for customer service and warehouse operations
• Assist management with departmental reporting / feedback
• Assist in analysing customer service metrics to identify area for improvement.