Customer Success Manager

Customer Success Representative

The Customer Success Representative ensures accurate and timely responses to high volume inquiries. The CSR provides positive customer experience. This role is responsible for managing daily operations, optimizing workflows, and maintaining service-level standards. Key responsibilities include supervising and coaching team members, monitoring ticket queues, and ensuring timely resolution using ticketing systems such as Zendesk, Jira, or similar platforms. The ideal candidate will have strong experience analyzing performance metrics, preparing reports, identifying trends, and implementing improvements to enhance efficiency and customer satisfaction. This role requires excellent communication skills, a data-driven mindset, and the ability to foster a collaborative, customer-focused team culture. This is an onsite, full time opportunity in Brickell.

Key Performance Indicators :

• First Response Time (FRT) : Average time for initial response to customer inquiries.
• Average Resolution Time (ART) : Time to fully resolve a ticket or case.
• Customer Satisfaction Score (CSAT) : Ratings collected post-interaction.
• Net Promoter Score (NPS) : Customer likelihood to recommend.
• Ticket Volume & Backlog : Number of incoming tickets and outstanding unresolved cases.
• Agent Utilization & Productivity : Tickets solved per representative, adherence to schedules, and workload balance.
• Quality Assurance (QA) Scores : Evaluations of customer interactions for accuracy, tone, and completeness.
• Escalation Rate : Percentage of tickets requiring advanced support or management involvement.
• Service Level Agreement (SLA) Compliance : Percentage of tickets resolved within defined timeframes.
• Customer Retention or Churn Indicators : Trends showing repeat issues or dissatisfaction patterns.

Requirements :

This is an onsite, full time opportunity in Brickell. Qualified and interested candidates, please apply.