Skill diminta
AdaptabilityCommunicationCustomer SupportEnglishLogistics
Deskripsi
Job description for Customer Success Lead at Penguin Secret Agency PTE, LTD
Role Purpose
The Customer Success Lead is responsible for safeguarding and maximizing Customer Lifetime Value (LTV) for PSA’s E-commerce and Direct-to-Consumer (DTC) brands in the US market. This role focuses on controlling dispute/chargeback rates and transforming customer care into a sustainable retention revenue stream.
Key Responsibilities
1. Customer Experience & Retention Management
- Manage customer support channels (Email, Ticket, Live Chat) targeting the US market with authentic, native-level communication.
- Partner with Brand Owners to design upsell, cross-sell, and win-back retention campaigns to maximize customer lifetime value.
2. Dispute & Payment Gateway Management (Chargebacks)
- Actively resolve disputes, claims, and chargebacks across Stripe, PayPal, and Merchant Accounts to maintain risk metrics within safe operating thresholds.
- Coordinate with US logistics carriers to resolve order delays, lost shipments, and fulfillment issues.
3. Systemization & Voice of Customer (VoC)
- Configure and optimize Helpdesk platforms (Gorgias, Zendesk, Klaviyo, AI Chatbots) and maintain up-to-date Knowledge Base / FAQs.
- Synthesize weekly customer feedback reports to deliver actionable product improvement insights to R&D and Brand teams.
Candidate Profile & Requirements
- Language: Native or near-native English proficiency, specifically in written communication suited for US consumers (empathetic, natural, and persuasive).
- Experience: 2+ years in Customer Success or Customer Support roles within Cross-border E-commerce, Dropshipping, or US/EU DTC Brands.
- Tool Proficiency: Advanced hands-on experience with Helpdesk tools (Gorgias, Zendesk), Shopify Admin, Shopify CS Apps, and Klaviyo.
- Skills: Excellent de-escalation skills, problem-solving abilities, customer-centric attitude combined with a business-oriented mindset.
- Adaptability: Willingness to work flexible or night shifts aligned with US business hours.
What You Get
- Competitive Salary: Negotiable based on competency plus performance-based bonuses.
- Allowances & Perks: Comprehensive support including lunch, parking, snacks, and company-provided laptops.
- Financial Growth: 13th and 14th-month salary, with annual salary reviews based on performance.
- Health & Insurance: Full participation in SHUI (Social, Health, and Unemployment Insurance) per regulations, along with periodic general health check-ups.