Job Description

• Schedule may vary based on business needs and seasonality
• Expected to maintain flexibility, including availability for check-ins and having a plan in place for after-hours coverage as needed

• Customer Success Operational Ownership & Team Leadership
  • Own the end-to-end Customer Support experience, including team performance, systems, processes, customer satisfaction, and operational outcomes.
  • Own the performance, development, and accountability of a team of 6–10 remote agents. Shift the team from an agent-led environment to a structured, business-needs-driven operation with clear expectations, coverage, and performance standards.
  • Evaluate agent performance, identify skill gaps, and provide performance coaching to ensure agents can independently resolve complex tickets.
  • Own workforce planning and scheduling to ensure optimal coverage during peak demand, seasonal fluctuations, and business-critical hours, proactively adjusting staffing to meet SLAs.
  • Own the cadence and structure of all CS team meetings, including onboardings, daily/weekly check-ins, performance reviews, and training sessions.
  • Drive a culture of accountability and visibility by regularly reviewing metrics, sharing insights, and aligning the team to business priorities.
  • Manage coordination with Photographers to optimize on-the-ground operations, proactively resolving issues to ensure a smooth end-to-end customer experience.
  • Act as the primary CS liaison for other departments, including Logistics and Operations, to streamline cross-functional workflows and ensure organizational alignment.

• Service Quality, KPIs & Customer Experience Ownership
  • Own all core Customer Support KPIs, including CSAT, first response time (FRT), resolution time (TTR), backlog health, and ticket quality.
  • Ensure consistent adoption of brand voice, tone, and CS culture across all interactions.
  • Continuously monitor performance and take proactive action to improve against defined benchmarks, ensuring the team consistently meets or exceeds SLAs and customer satisfaction goals.
  • Own the overall customer journey and experience across all support channels.
  • Act as the final escalation point for high-risk or sensitive customer issues, using sound judgment and emotional intelligence to protect the brand reputation and avoid leadership involvement.

• CS Process, SOP & Escalation Ownership
  • Own the creation, maintenance, and continuous improvement of all SOPs, workflows, and escalation frameworks.
  • Own escalation management structure, including clear pathways, response expectations, and resolution standards.
  • Ensure all processes are documented, scalable, and consistently followed across the team.
  • Manage task tracking and departmental goals using Monday.com to ensure full operational transparency.

• CRM Optimization, Automation & Data Strategy
  • Take full admin ownership of the Freshdesk environment, implementing advanced features such as automated ticket assignment, macros, workflows, and sentiment tracking.
  • Build and maintain a robust knowledge base and automation framework to increase efficiency and reduce manual workload.
  • Optimize AI chatbots to handle one-touch inquiries, allowing agents to focus on high-value, complex customer issues. Continuously refine systems to improve resolution time, knowledge base accuracy, and overall customer experience.
  • Own all CS reporting, transitioning the function into a fully data-driven operation. Track and analyze KPIs, including ticket volume, response/resolution times, CSAT, and sentiment trends.
  • Own delivery of clear, actionable insights to leadership, proactively identifying risks, inefficiencies, and opportunities for improvement.

• At least 7 years of experience in a high-level Customer Service Leadership or Account Management role, preferably within a startup environment.
• At least 3 years of experience in a Management or Director-level role within Customer Service, managing a global, remote team in a fast-growing environment.
• At least 3 years of experience in a global remote environment with a company based in North America.
• Excellent English verbal and written communication skills, with the ability to understand subtle emotional cues and navigate multi-layered complaints from native speakers.
• Advanced proficiency in Freshdesk (or similar CRM), with a proven track record of implementing automated ticket assignments, sentiment tracking, and knowledge base systems.
• Highly comfortable using Monday.com to manage task tracking, operational workflows, and maintain full organizational visibility.
• Demonstrated ability to build, document, and scale Customer Success SOPs and escalation frameworks from scratch.
• Ability to translate qualitative feedback into structured, quantitative reporting on ticket trends, team performance, and customer experience metrics.
• Proven ability to handle highly irate customers directly, using strong judgment and escalation management skills to resolve issues independently.
• Experience developing and enforcing shift schedules based on business demand, ensuring optimal coverage during peak and seasonal periods.
• Proven experience operating in a fast-paced startup environment, demonstrating adaptability, resilience, and full ownership of outcomes during periods of growth and operational pressure.
• Experience providing structured, real-time operational visibility to leadership through clear updates, reporting, and task tracking.
• Maintain strong responsiveness and communication with leadership, ensuring alignment and visibility on critical decisions and escalations.
• Technology Specifications:
  • Minimum 100 Mbps Internet Speed
  • Windows 11 or MacOS 15 Sequoia
  • Minimum Intel i5 8th gen with 8GB RAM or Apple M1 chip with 8GB RAM
  • Webcam and Headset
  • Designated Quiet Office Space

• Experience implementing third-party AI integrations or advanced sentiment tracking tools within the Freshdesk ecosystem.
• Previous experience working within a photography, startup, or highly seasonal service-based business.

• Takes full ownership of the Customer Support function, with a proactive mindset focused on performance and outcomes.
• Navigates complex customer concerns with confidence, ensuring even the most challenging interactions are resolved thoughtfully and effectively.
• Maintains a high level of accuracy when documenting processes, managing schedules, and reviewing team output.
• Exercises strong judgment by offering clear solutions and recommendations, acting as a reliable point of support for leadership.
• Stays flexible and composed during peak periods, maintaining professionalism even in high-demand situations.
• Handles sensitive information with discretion, ensuring confidentiality in both customer and internal matters.