Customer Success Manager at GSM - Green SM Customer Success Manager at GSM - Green SM in Lawndale, California Posted in about 2 hours ago.

Type:

full-time

Key Responsibilities:

Lead end-to-end Customer Service operations, covering service quality, KPIs, workforce, incident management, and cross-functional coordination. Drive and optimize Customer Service operations for the U.S. market, enhancing customer satisfaction in alignment with the Global Customer Service strategy. Develop and execute Customer Service strategies and operational plans aligned with Company objectives. Develop and implement training programs to build skills and expertise for new and existing employees. Establish and implement effective Customer Service quality monitoring measures. Coach employees based on quality assessments, ticket handling results and QA reports. Coordinate cross-functionally to resolve issues, monitor progress and ensure employee and relevant department compliance with SLAs. Provide accurate, timely and detailed reports on emerging issues, key customer/driver feedback, and ad-hoc topics or management requests. Deliver periodic reports with detailed operational performance metrics. Support the setup and launch of Customer Service operations for the US market. Contribute to developing IT systems and tools supporting Customer Service operations. Propose solutions to improve workforce productivity and optimize personnel costs. Monitor and assess Customer Service quality and performance. Own overall KPIs and work quality for the assigned team. Escalate issues affecting customer satisfaction to US Market and Global Leadership, with actionable recommendations. Evaluate employee performance and recommend rewards, disciplinary actions, or internal transfers. Oversee and coordinate specialized Customer Service systems, working closely with the Philippines Hub to ensure operational efficiency.

Qualifications:

Bachelor's degree or higher At least 1 year in a similar Customer Service/Contact Center role using advanced Contact Center and CRM systems. At least 1 year in Contact Center, Customer Support, or Operations, preferably in ride-hailing platforms. Strong knowledge and hands-on proficiency in Customer Service technology systems. Eager to learn, growth-oriented, and highly accountable. Positive mindset, clear goals, and strong focus on outcomes. Willing to embrace new challenges and perform effectively under pressure. Strong understanding of Customer Service operations, systems and passenger transportation. Strong team management and leadership skills Proven ability to train, coach, and develop team members. Strong data analysis and reporting skills. Proficient in Microsoft Office and workplace productivity tools.