Customer Success Manager
Job in
Gardena, Los Angeles County, California, 90248, USA
Listed on 2026-09-25
Listing for:
GSM - Green SM
Full Time
position Listed on 2026-09-25
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Management, Technical Support
Job Description & How to Apply Below
- 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.
- 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.
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