igloo

Customer Success Manager

• Manage inbound and outbound customer interactions across phone, email and chat
• Investigate, prioritise and resolve customer queries, complaints and technical issues within agreed SLAs
• Perform first-level troubleshooting and problem determination
• Escalate or route complex cases to the appropriate team with clear, complete case notes
• Handle dissatisfied or escalated customers and work toward fair resolutions
• Track open cases through closure, follow up and return calls promptly
• Build trusted, long-term relationships with assigned customer accounts, particularly B2B partners
• Anticipate customer needs and identify opportunities to improve experience, retention and satisfaction
• Maintain current knowledge of products, services, policies and promotions
• Log customer interactions, case details and resolutions accurately in CRM and approved platforms
• Process customer account requests and related documents according to company procedures and data privacy requirements
• Follow communication guidelines, quality standards and company policies
• Collaborate with Product, Software, Sales and Marketing teams to resolve issues and share customer feedback
• Identify recurring problems and trends and suggest improvements to processes, help-centre content and response templates
• Use AI-assisted and automation tools responsibly to improve support speed, consistency and quality
• Attend team meetings, product trainings and refresher sessions and apply learnings to daily work

Explore Customer Success Executive at igloo. Review requirements and application details.