Customer Success Manager

Job Responsibilities:

Team Leadership & Pre-Sales Training

Build, train, and lead a high-performing team of Customer Success Agents who will manage all inbound inquiries on platforms like Shopee, Lazada, Facebook, Tiktok, and more.

Develop a comprehensive training program to make your team experts on our products, promotions, and brand voice, enabling them to answer pre-purchase questions effectively and drive sales.

Conduct regular one-on-one coaching to improve your team's sales-through-service skills, objection handling, and overall performance.

Foster a proactive, customer-centric, and sales-aware culture within the team.

Triage & Routing Process Architecture
Design, implement, and refine a robust triage system to manage all incoming customer inquiries.
Establish a clear and efficient workflow for identifying post-purchase issues (e.g., order status, shipping, returns) and routing them to the Operations department with all necessary information.
Act as the primary liaison between your pre-sales team and the post-purchase Operations team to ensure smooth handovers and a cohesive customer experience.
Develop a knowledge base and set of standardized responses to ensure consistency and efficiency in handling common pre-purchase questions.

Performance Management & Reporting

Set and monitor key performance indicators (KPIs) focused on pre-sales effectiveness, such as response rate (>99%), response time (