Headquarters: Santee, California, United States

URL: https://vistafulfillmentgroup.com/

Remote — United States Only
Full-Time | 40 Hours/Week
Hourly Rate: $30-$40/hour, depending on experience
Benefits: Medical and dental benefits available
Reports To: COO

About the Role

Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager to lead our customer support team and improve the systems, workflows, and response times behind our customer service operation.

This is a remote position open to candidates located anywhere in the United States. The schedule is a standard 40-hour work week, Monday through Friday, with availability required during business hours from 9:00 AM to 5:00 PM.

This role is responsible for managing a team of approximately 10 customer support agents who handle customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support.

We are looking for a hands-on CS leader who can both manage people and improve systems. The ideal candidate must have strong experience with Intercom, including inbox management, reporting, routing, workflows, automations, and help center structure. They must also have strong experience with Fin AI, Intercom’s AI agent, including setup, flow design, automation planning, content structure, and implementation.

Our current first response time averages around 48 hours. A major goal of this role is to reduce first response time to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance.

Preferred Experience

Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation.

Experience in ecommerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support environments.

Experience handling refund, dispute, chargeback, delivery issue, and customer complaint workflows.

Experience creating CS dashboards, weekly KPI reports, SOPs, internal playbooks, and quality assurance scorecards.

Experience working with technical teams to improve integrations, reporting, AI workflows, and automation logic.

Ideal Candidate

The ideal candidate is a hands-on customer support operator who can manage a team, improve accountability, and personally help build a better Intercom and Fin AI support system.

This person should not only understand customer service management, but also know how to structure support workflows, build automations, analyze ticket data, and use AI to reduce manual workload without sacrificing service quality.

We are looking for someone who can take a support department with a 48-hour average first response time and build the systems, team discipline, and automation needed to bring that down to 12-24 hours.

Location

Remote, United States only.

Requirements

Key Responsibilities

• Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support.

• Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.
• Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 24 hours.
• Build, improve, and manage Intercom workflows, routing rules, inbox structure, automations, tags, macros, reporting dashboards, team assignments, and escalation paths.
• Lead the implementation of Fin AI, including flow design, AI response logic, help center content strategy, escalation rules, automation structure, and ongoing optimization.
• Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improvements.
• Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, recurring customer problems, workflow gaps, and automation opportunities.
• Create and maintain SOPs for ticket handling, refunds, disputes, escalations, SLA standards, phone support, chat support, and email support.
• Train customer support agents on Intercom usage, Fin AI workflows, support quality expectations, communication standards, escalation procedures, and performance goals.
• Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments to leadership.
• Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly.
• Work closely with the COO, operations team, fulfillment team, account management, and developers to improve customer experience and resolve recurring issues.

Required Qualifications

• Must be located in the United States.
• Bachelor’s degree required.
• Experience managing customer support teams of at least 10 people.
• Minimum 3 years of hands-on Intercom experience.
• Minimum 3 years of hands-on experience with Fin AI, Intercom’s AI agent, including setup, flow design, automation, and optimization.
• Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance.
• Experience managing chat, email, and phone support teams.
• Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes.
• Technical comfort with basic APIs, integrations, reporting exports, data analysis, and working with developers or consultants to complete support system improvements.
• Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Benefits

• This is a full-time hourly role with a rate of $30-$40/hour, depending on experience, leadership background, Intercom expertise, Fin AI implementation experience, and technical ability.
• Medical and dental benefits are available.

To apply: https://weworkremotely.com/remote-jobs/vista-fulfillment-group-customer-support-operations-manager-intercom-fin-ai

Headquarters: Asheville, NC

URL: https://level.io

Support Engineer

We’re building the future of RMM, and the people who deploy it for our customers are mission critical. This is not a traditional support role. You’ll close hard tickets, onboard customers running thousands of endpoints, build automations that ship to everyone, and be the IT professional MSP owners trust on sight. If you want real ownership, real impact, and zero bureaucracy, you’ll feel at home here.

To apply: https://weworkremotely.com/remote-jobs/level-support-engineer

Headquarters: Remote

URL: http://onthegosystems.com

WPML is the world’s most popular multilingual plugin for WordPress. We power hundreds of thousands of paying customers. Our customers are agencies, store owners, publishers, and governments. We have been profitable for over a decade. We ship real software that real customers depend on. We are not a startup looking for product-market fit. We are a mature company that needs someone to own one of our most important numbers.

The Job

You own retention. Not coordinate it. Own it.

That means:

• Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results.
• Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on.
• You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves today. The team’s shape will evolve as your AI-amplified work scales.
• You work with Support, Engineering, and Product as your three core counterparts. Support is where today’s churn signal lives. You constantly mine what is trending and what customers are struggling with right now. You will not request reports from Support. You will use our internal intelligence tools and look yourself. Engineering and Product are where you ship retention-critical fixes. You arrive with business cases that make prioritization obvious.
• You report to the CEO directly. No layers. No fancy slides. Only results.

Who You Are

• You want to be doing the work, not just managing it. Your best weeks are the ones where you wrote the strategy, ran the analysis, drafted the comms, and shipped the experiment yourself. AI tools are part of your daily working stack. You use them to do more, not to escape doing. If you have been promoted away from doing the work and you miss it, this is the job.
• You have measurably moved a retention metric at a previous company. You can describe exactly how. Specific numbers. Specific actions. Specific results.
• You come from a self-serve B2B SaaS. SMB, prosumer, or developer tools. You know the difference between running a self-serve renewal motion and running an enterprise CSM team. You have done the former.
• You are data-fluent. You read funnels for fun. You can write SQL or instruct an analyst precisely.
• You decide. When you have 70% of the information, you commit and adjust. You do not escalate decisions back to your CEO that you were hired to make.
• You treat coordination as the cost of the work, not the substance of it.

If your most recent experience is enterprise CSM with a dedicated book of accounts, this is not the role.

What We Offer

• A real metric to move. The authority to move it.
• Direct, regular access to the CEO. No politics. No committees.
• An AI-amplified working culture. The CEO uses AI tools daily for analysis, drafting, and strategic work. You are expected to do the same. We invest in the tooling and the team norms that let a small operation punch above its weight.
• Competitive senior-leadership compensation. Specifics with HR.
• 100% remote since 2008. Strong async culture. Modest meeting load. Real flexibility on hours.
• Competent counterparts. Our engineering team ships. Our product team ships. Our support team is in daily contact with customers and produces real intelligence about what is breaking. You will not be the only person trying to make things happen.
• Direct access to customer intelligence. We have internal tools that let you probe support trends, ticket patterns, account behavior, and churn signals on demand. No reports to request. No meetings to schedule. The data is in front of you whenever you want to look.
• Generous time off. Education and conference budget. Hardware.
• A 17-year-old profitable company. Stability without bureaucracy.

We’re excited to hear from people who enjoy building, improving, and making a real impact, and we look forward to learning more about you!

To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-customer-success

Headquarters: Barueri, SP, Brazil

URL: http://nexerea.com.br

To apply: https://weworkremotely.com/remote-jobs/nexer-desenvolvedor-crm-senior-br

Headquarters: Remote

URL: http://techsoupglobal.org

To apply: https://weworkremotely.com/remote-jobs/techsoup-senior-crm-developer-engineer-international-role-based-in-poland

Headquarters: BR

URL: http://auvo.com

To apply: https://weworkremotely.com/remote-jobs/auvo-tecnologia-analista-de-lifecycle-crm

Headquarters: new york, New York, United States

URL: http://bask.health

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers’ hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it’s okay for you and the company.
• Intuition, Then Data. We’re a data-driven company. We start with our instincts and then use data to validate our decisions and improve
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
• Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
• Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success

A look into the day to day:

• Building logic based questionnaires (asynchronous visits) through the Bask software (if you have experience with building logic based workflows, you’ll be great at this!)
• Helping customers launch and upsell medications from start to to finish
• Triaging bask software and order related questions and issues that come up for any of your accounts, any time of the day

We’re Looking For

A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person – empathetic, self-aware, low ego, and extremely positive – and are comfortable working in a small collaborative team where you’ll wear many hats. You are passionate and proficient in written and spoken communications.

Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.

We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.

What You’ll Do

• Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
• Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
• Make automation legible and trustworthy: Help customers understand what Bask’s platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.

Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.

In this job, you will:

• Build strong relationships with Bask’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
• Manage all current customer data
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
• Finding comfort in working in a fast-paced startup environment
• Believing no task is too small and no task is too tall

Requirements

• 7+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
• Experience in e-commerce
• Experience with large- to enterprise-sized customer book of business
• Creative problem solver with a determination to succeed
• Independent and motivated, with the wisdom to seek help where needed
• An entrepreneur
• Highly articulate, ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
• Comfortable collaborating with different teams (product, sales, marketing, etc.)

To apply: https://weworkremotely.com/remote-jobs/bask-health-senior-customer-success-manager

Headquarters: United States

URL: http://bask.health

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it’s okay for you and the company.
• Intuition, Then Data. We’re a data-driven company. We start with our instincts and then use data to validate our decisions and improve
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
• Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
• Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success

A look into the day to day:

• Building logic based questionnaires (asynchronous visits) through the Bask software (if you have experience with building logic based workflows, you’ll be great at this!)
• Helping customers launch and upsell medications from start to to finish
• Triaging bask software and order related questions and issues that come up for any of your accounts, any time of the day

We’re Looking For

A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person – empathetic, self-aware, low ego, and extremely positive – and are comfortable working in a small collaborative team where you’ll wear many hats. You are passionate and proficient in written and spoken communications.

Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.

We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.

What You’ll Do

• Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
• Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
• Make automation legible and trustworthy: Help customers understand what Bask’s platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.

Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.

In this job, you will:

• Build strong relationships with Bask’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
• Manage all current customer data
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
• Finding comfort in working in a fast-paced startup environment
• Believing no task is too small and no task is too tall
• Work Weekends

Requirements

• 5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
• Experience in e-commerce
• Experience with large- to enterprise-sized customer book of business
• Creative problem solver with a determination to succeed
• Independent and motivated, with the wisdom to seek help where needed
• An entrepreneur
• Highly articulate, ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
• Comfortable collaborating with different teams (product, sales, marketing, etc.)

To apply: https://weworkremotely.com/remote-jobs/bask-health-customer-success-account-manager-1

Headquarters: Germany

URL: https://www.korial.com/

ABOUT THIS POSITION 

This role is a unique opportunity to be a founding member of our 24/7 global “follow-the-sun” support model. We are specifically hiring for or the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe.

Based in the United States, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours. Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence.

Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team.

To apply: https://weworkremotely.com/remote-jobs/korial-technical-support-analyst-operations-m-f-d

Headquarters: Avenida Engenheiro Luís Carlos Berrini, 1511, São Paulo, São Paulo, Brasil, 04571-011

URL: http://cadastra.com

To apply: https://weworkremotely.com/remote-jobs/cadastra-100-remoto-crm-analista-senior-marketing-cloud