Product Operation – Customer Success Leader
ABOUT FIREGROUP TECHNOLOGY
FireGroup envisions and strives to shape a world where e-commerce is easy, effective, and sustainable. Since our founding in 2016, we have specialized in providing a comprehensive portfolio of category-leading SaaS products for the global e-commerce market, including online store development, store management, sales & marketing automation, and almost every aspect of running an online business. After almost a decade in the market, we are loved by over 450,000 merchants and enterprises across 175+ countries and highly trusted by our globally renowned partners such as Shopify, BigCommerce, WooCommerce, Google, Meta, Tiktok, and Amazon.
As we continue on our development path, we relentlessly overcome challenges to develop innovative products that comprehensively and effectively solve problems in e-commerce, making online business easy and sustainable for everyone. Together, we aspire to build a future in which FireGroup emerges as a global leader in e-commerce innovation, offering world-class products trusted by industry experts around the world.
Why to build your career with us
- Make your impact globally on hundreds of thousands of merchants’ success
- Develop your skills in a fast-paced and highly competitive SaaS market
- Create and grow continuously among passionate talents with growth mindsets
Job Summary
We are seeking a forward-thinking and experienced Customer Success Leader to spearhead the implementation of AI-driven support systems, build customer relationship programs, and ensure exceptional service quality. This role requires a strategic thinker who can blend technology, process optimization, and customer-centric strategies to elevate customer satisfaction and retention. The ideal candidate will be a proactive leader with a proven track record in customer success and technology integration.
Responsibilities
- AI Support System Implementation:
- Lead the deployment and optimization of AI-driven support systems to enhance customer service efficiency and effectiveness.
- Collaborate with cross-functional teams to ensure AI solutions are aligned with business and customer needs.
- Continuously evaluate and update AI systems to ensure they remain cutting-edge and relevant to customer demands.
- Customer Relationship Programs:
- Design and execute scalable customer relationship programs to foster trust, loyalty, and long-term engagement.
- Develop personalized customer success plans, leveraging data and insights to tailor strategies.
- Build and nurture strategic relationships with key customers to identify opportunities for upselling and cross-selling.
- Service and Support Quality Assurance:
- Establish and maintain standards for service and support quality, ensuring alignment with customer expectations and company values.
- Monitor key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and churn rates to drive continuous improvement.
- Implement feedback loops to capture customer insights and ensure their voices influence product and service enhancements.
- Team Leadership and Collaboration:
- Build and mentor a high-performing customer success team, fostering a culture of accountability, innovation, and excellence.
- Collaborate with sales, marketing, and product teams to align customer success initiatives with broader business goals.
- Serve as the voice of the customer in strategic planning sessions, advocating for their needs and priorities.
- Innovation and Process Optimization:
- Identify opportunities to integrate new technologies and practices to enhance the customer experience.
- Develop and optimize workflows, ensuring seamless customer onboarding, support, and engagement processes.
- Leverage data analytics and reporting to make informed decisions and demonstrate the ROI of customer success efforts.
Qualifications
- Bachelor’s degree in Business, Customer Success Management, or a related field.
- 5+ years of experience in customer success or related roles, with at least 2 years in a leadership capacity.
- Hands-on experience with implementing AI tools or other advanced support technologies.
- Strong analytical skills, with the ability to interpret data and translate it into actionable strategies.
- Exceptional interpersonal and communication skills, with the ability to build trust with customers and internal teams.
- Proven ability to lead cross-functional initiatives and drive measurable outcomes.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
Job Benefits
We believe that motivation & personality of the employees are the only shortcut to the promotion of the corporate and contributions to the society. We will try our best to create a corporate environment where all employees can realize their dreams and goals.
Featured benefits include:
- Have opportunity to work with global merchants and join the dynamic, young and friendly project team; stable career path;
- Attractive salary based on skills and experience; 13th month salary & seniority bonus; Employee’s marriage, maternity bonus; Birthday voucher gift;
- Annual salary review;
- PTI Healthcare, annual health check;
- Regular technical seminar & external/ internal training courses;
- Providing free coffee, tea & snack;
- Internal engagement events: Team-building; Town-hall, birthday gift voucher, mid-autumn, new year and kick-off parties, yearly company trip;
- FireGroup Sports Clubs: Running, Football, Badminton, etc;
- Laptop/ PC/ Monitor are provided
Contacts
Should you need more information about this job, reach out to us at: