Respond to customer issues and support requests across all active and future pilot channels.
Execute refunds and credits within approved policy using internal Admin Tools.
Troubleshoot technical account problems and manage escalations to engineering or product teams.
Track recurring issues and document trends to improve the overall product experience.
Create lightweight support playbooks and formalize escalation paths as the program scales.
Partner closely with product and engineering teams to close the loop on repeat customer pain points.
Provide consistent support coverage across a 5-day schedule that must include Friday, Saturday, and Sunday.

Willingness and availability to work weekends (Friday through Sunday coverage is required)
Experience in a customer-facing support or success role, preferably in tech or logistics
Strong technical aptitude to navigate internal admin tools and account databases
Excellent written communication skills for clear issue documentation and customer responses
Ability to handle high-pressure escalations with empathy and efficiency
Self-motivated with the ability to work remotely across different time zones
Experience in a startup environment scaling support processes from scratch (preferred)
Familiarity with CRM and ticketing systems (preferred)
Experience in the delivery or mobility industry (preferred)

Customer Success Manager

Key skills