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Customer Success Supervisor - Remote

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

South Africa, New Jersey (USA), United States

Offer summary

Qualifications:

Bachelor's degree in a related field, 3+ years of experience, supervisory experience preferred.

Key responsabilities:

Lead and inspire team for customer success
Develop strong client relationships and oversee strategies
Mentor team, set expectations, and drive improvement
Manage key customer accounts, track KPIs
Utilize data to enhance customer satisfaction

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201 - 500 Employees

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Job description

About We Are Working

We Are Working (WAW) is a full-service staffing company specializing in helping small to midsize businesses hire offshore talent, also known as virtual assistants (VA). Much of our competition are foreign-based companies that do little more than offer a very low hourly rate and connect a company with a VA and leave much of the ‘figuring it out’ up to the client. We Are Working is different in that we are more full service and we layer into the equation rock solid workflow and strong supervision of the VA. We are workflow experts and once we take over a task, all of the operational headaches associated with that task are handled by WAW from that point forward.

NOTICE: It is essential to attempt the Prescreeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

Job Summary:

As a Customer Success Supervisor, you will remotely engage with clients, leading and inspiring a team committed to ensuring their success and satisfaction. Your key responsibilities include developing and maintaining strong, long-lasting client relationships, overseeing the implementation of customer success strategies, guiding your team, and collaborating with cross-functional departments. If you excel in a dynamic, customer-focused environment and are passionate about driving customer excellence, this role is for you.

Roles & Responsibilities:

Lead client engagement efforts, ensuring tasks are completed on time and maintaining high-quality standards.
Understand client challenges and work closely with them to identify and finalize solutions.
Build and maintain strong relationships with customers and stakeholders.
Lead and mentor your team, fostering a collaborative and customer-focused culture.
Set clear performance expectations, conduct regular reviews, and provide constructive feedback to drive continuous improvement.
Encourage the team to understand client goals and help them achieve success through our product or service.
Oversee the management of key customer accounts, building and maintaining strong relationships.
Develop and implement strategies to enhance customer satisfaction and retention.
Establish and track key performance indicators (KPIs) for the Customer Success team.
Use data to identify trends, track customer health, and provide actionable insights for the team and organization.

Desired Skills & Experience

Bachelor's degree in a similar or related field is preferred
More than 3 years of experience in related fields required with supervisory experience is a plus
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.