Customer Success Team Lead

5 months ago
Full-time
Junior
Customer and Technical Support
Promenade

Promenade

Promenade, formerly known as BloomNation, is a company that provides ecommerce websites, online ordering, and business management solutions tailored for small businesses. With a focus on specific problem areas within different business sectors, Promena...

Internet Software & Services
51-250

Description

  • Own a book of business and ensure customers receive the expected value from Promenade.
  • Build trust and strong rapport with clients to support retention.
  • Work with customers to identify their needs and coordinate with offshore reps to meet them.
  • Hand off tasks to offshore team members and review the quality of their work before it reaches partners.
  • Handle support requests from the book of business via email and phone.
  • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team.
  • Advocate for partners while resolving issues in a timely and efficient manner.
  • Identify trends and inefficiencies to improve the support process and user experience.
  • Identify opportunities to streamline processes and improve team efficiency.
  • Help partners use Promenade products to improve how local businesses connect with their communities.

Requirements

  • At least 1 year of experience in a Customer Success role with responsibility for retention of a dedicated book of business.
  • Experience working well under pressure and being comfortable with ambiguity.
  • Bilingual in Spanish is a strong plus.
  • A natural relationship builder and people person.
  • Strong written and verbal communication skills.
  • Tech-savvy and able to quickly learn tools such as Salesforce, Confluence, and proprietary systems.
  • Friendly, optimistic, and caring demeanor.
  • Ability to work with tight deadlines.
  • Experience serving small businesses or working in a startup environment is preferred.

Benefits

  • Equity/stock options in a profitable and rapidly growing company.
  • Medical, dental, and vision coverage.
  • Transportation coverage including parking, rideshare, or metro credit.
  • Fully stocked snack bar and weekly catered lunches.
  • Company-provided gear and swag, including a MacBook Pro.
  • Opportunity to mold your career and make an immediate impact.
  • Fast-paced, fun work environment with an eclectic global team.
  • $22 to $31 per hour depending on experience.
  • $10,000 annual bonus paid quarterly.

Interested in this position?

Apply directly on the company website

Apply Now

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