Customer Success Manager • Lead

Who you are

You have a strong background in customer success management, ideally with experience in handling escalations and leading teams. Your ability to drive process improvements and enhance customer experiences is crucial in this role. You thrive in fast-paced environments and are adept at collaborating with cross-functional teams to resolve complex issues.

You possess excellent communication skills, allowing you to effectively coordinate with various departments such as Engineering, Risk, Finance, and Product. Your data-driven approach to problem-solving enables you to identify areas for improvement and implement effective solutions. You are passionate about providing exceptional support to customers and ensuring their needs are met.

What you'll do

In this role, you will oversee a team of Senior Customer Success Associates and coordinate additional escalation staff during peak periods. You will be responsible for managing complex customer escalations and ensuring that your team delivers high-quality support. Collaborating with other departments, you will work to optimize escalation workflows and enhance the overall customer experience.

You will analyze data to identify trends and areas for improvement, driving initiatives that enhance scalability and efficiency within the customer support function. Your leadership will be instrumental in fostering a culture of excellence within your team, ensuring that all members are equipped to handle escalations effectively.

What we offer

Flex provides a competitive benefits package, including medical, dental, and vision coverage from day one. You will also have access to company equity, a 401(k) plan with a company match, and unlimited paid time off. We value work-life balance and offer parental leave as well as a Flex Cares Program to support our employees. Join us in our mission to empower renters with flexibility over their expenses.