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Customer Success Manager

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Job Description

Summary:

We are a growing mobile app company focused on enhancing user experience and delivering value through continuous improvement 📱✨.

We’re looking for a dedicated Customer Success Manager who isn’t afraid to dive into problems head-on, to lead our support efforts, optimize processes, and ensure our users feel heard and supported 🤝.

As the Customer Success Manager, you will oversee the customer success team and take a lead role in managing our customer support operations. You’ll be directly responsible for overseeing the response to user inquiries, improving team performance, and driving efficiency in our processes.

What you’ll do

  • 👩‍💼 Lead and manage the customer success team, ensuring high-quality support is provided to users.
  • 📧 Actively engage with customers through multiple support channels (email, in-app chat, reviews) to resolve inquiries and ensure customer satisfaction.
  • 🤖 Utilize Zendesk for ticket management, automations, and optimizing workflows to improve response time and team productivity.
  • 📊 Analyze customer feedback and support data to identify trends and implement strategies to improve overall user experience and satisfaction.
  • 🔄 Collaborate with internal teams (product, development, marketing) to ensure customer feedback is incorporated into our product roadmap and improvements.
  • 📚 Develop and maintain a comprehensive knowledge base of FAQs and troubleshooting resources to enhance the efficiency of the support team.
  • 📈 Report regularly on team performance, providing insights into response times, ticket resolution rates, and overall customer satisfaction.
  • Implement strategies to enhance user reviews and overall customer feedback, focusing on long-term retention and engagement.

Requirements

  • At least 5+ yrs of proven experience in customer success or support management roles, within a mobile app or B2C tech environment.
  • Strong leadership skills, with a track record of managing and mentoring a support team.
  • At least 2+ yrs of hands-on experience with Zendesk, including ticket automation, reporting, and optimization.
  • Data-driven approach to problem-solving, with a focus on using metrics to drive performance improvements.
  • Excellent communication skills, with the ability to empathize with users and deliver clear, helpful solutions.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Nice to have:

  • Crisis Management Experience: Experience handling crisis situations with diplomacy and quick problem-solving.

About Us

We're a profitable mobile apps startup from the United States, focused on the social space, with millions of dollars in revenue and over 15M downloads globally.

Our apps and ambitions cover dating, social audio, and language learning apps. As owners of one of the original dating apps, www.DownApp.com, we're veterans in the social space. We have a remote-friendly team that partners with our Taipei office team.

Interview process

1. Call with Recruiter

2. Home Assignment 

3. Call with PM

4. Call with a CS member

5. Call with one of the Founders

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5 years of experience required
20,000 ~ 30,000 USD / year
Managing 1-5 staff
100% Remote Work
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About us

📲 What is Down?

Profitable US Startup with Taipei Headquarters

DOWN is a social app for honest dating and interesting conversations with over 10 million users. Users can choose whether they want to Date or Hookup (in American slang, "Get Down") with other users, so their intentions are clear. Plus, we are adding fun voice features and apps to expand in social beyond dating!

Be a part of the fast-growing, unabashedly honest startup behind the DOWN App! We have a Western/American management style, where you can learn a lot, share your ideas, and have a global impact!

Avoid corporate shackles and have a huge impact from the start!

If you would fit into a fun, quick-moving, yet chill work environment where you can be yourself, then talk to us about being on our team! At DOWN, we value honesty and people who are always trying to improve / learn new skills. We ship code quickly and operate in a fun growth culture. We dare say it's the most open and honest startup around.

Our team is lean and mean, so you'll learn from our founders frequently and have huge opportunities for impact. We are a startup where ownership matters, so you'll take the control of your area to make sure DOWN is as wonderful as our users want it to be!

🦾 The past and future of the team

Founded in 2013 by The Global Growth Expert, Colin Hodge, Down was acquired by Paktor in 2016 after reaching over 5 million users organically, merged companies with 17Live in 2017, and then reacquired by the founders in 2018.

We now treat Taipei as our headquarters, growing from a team of 2 into 15. Team members often get exposure to multiple aspects of running successful, profitable social apps, while growing their ownership skills for one main area.

We're focused on growing the team with better and better talent, especially smart and eager-to-learn people!

💡 What kind of talent fits best at Down?

At DOWN, we value honesty and people who are always trying to improve / learn new skills.

Unlike many traditional Taiwan work cultures, we encourage independent thinking, curiosity, and taking risks through experimentation. You'll fit in well if you:

❶ Have a "growth mindset" and try to keep growing

Our best team members are hungry to learn, want to grow in their careers and lives, accept and give thoughtful feedback, and take on new challenges or risks.

❷ Are responsible and reliable

Our team members should be communicative, thorough, and show strong ownership of their areas, working hard to set a high standard for their professional expertise.

❸ Are curious about social dynamics and apps

We are driven by providing valuable connections to people worldwide, whether for short-term & casual dating, long-term & serious dating, new friends, language partners, or plenty of other use cases. If you're interested in how to innovate on social discovery apps, you'll be a great addition!

****VERY IMPORTANT*****

If you are interested in a job please:
- Send through English CV + Cover Letter to [email protected]


Team

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Chairman
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Head of Marketing
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CEO
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HR