Customer Success Manager

This role oversees daily customer support operations across multiple channels, including phone, email, live chat, and SMS, while managing team schedules and ensuring high standards of case resolution. The position involves leading, coaching, and developing Customer Support Specialists, acting as the final escalation point for complex issues, and integrating AI tools to improve productivity and service quality. The role requires collaboration with cross-functional leaders to address customer needs, resolve recurring issues, and continuously improve support workflows and standard operating procedures.