Head of Customer Success managing strategic customer initiatives at gyde. Leading a 5 - member team to enhance customer experience in educational offerings.
About the role
- Customer Success Operations Manager focused on optimizing customer experience operations for Fi, a tech company transforming pet-human relationships through advanced tracking solutions.
Responsibilities
- Workforce Management: Own staffing models, forecasting, and scheduling to keep us ahead of demand.
- Leader on Duty Flows: Run real-time queue management and escalation paths to protect SLAs.
- Zendesk Optimization: Improve how we use Zendesk—building workflows, automations, and reporting that scale.
- People Management: Manage and develop a team of CX specialists and team leads.
- BPO & Vendor Management: Scale operations effectively through BPO partnerships and oversee vendor relationships to maintain quality and efficiency.
- Operational PM: Drive structure in meetings, assign ownership in Asana, and ensure follow-through on priorities.
- Tooling & Systems: Evaluate, implement, and optimize the platforms that power CX.
- CX for Connected Devices: Apply best practices for consumer electronics and/or IoT support, ensuring seamless experiences for hardware and app-based products.
Requirements
- 5+ years of experience in CX operations, workforce management, or technical support leadership, including managing support teams of 10+.
- Proven success with queue design, WFM platforms, and real-time ops management.
- Hands-on expertise with Zendesk (or similar CX tools) and the ability to improve how teams use them.
- Strong people leadership—you can motivate, coach, and hold teams accountable.
- Highly organized and detail-oriented; you can walk into a room, map the players, and create structure fast.
- A data-driven approach with experience forecasting, building capacity plans, and reporting on KPIs.
Benefits
- Time to Recharge: Flexible PTO to take the breaks you need.
- Top-Notch Health Coverage: Full medical, dental, and vision insurance.
- Wellness Perks: Free access to One Medical, Kindbody, and Talkspace.
- Give Back to the Pups: $500 annual donation to a dog charity of your choice through our BarkBack Program.
- Free Fi Membership: Your pup gets a Fi collar, on us.
- Love for Friends + Family: Share Fi with your pack through our gifting program.
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