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Customer Success Lead at Activate Talent. Location Information: Philippines. Customer Success Lead. Remote · Full-Time. A fast-growing DTC eCommerce brand revolutionizing the at-home hair removal experience is seeking a . Customer Success Lead. to elevate our support operations and team performance. We’re committed to delivering exceptional customer experiences through high-quality products and a customer-first mindset.. As we continue to scale, we’re looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support..  . What You’ll Do. Team Leadership & Coaching. Lead and mentor a team of 4 remote customer support agents.. Monitor daily performance to ensure KPIs and SLAs are met.. Conduct regular 1:1s, feedback sessions, and performance reviews.. Customer Experience Management. Oversee customer inquiries and escalations via Gorgias and email.. Ensure timely, accurate responses to support tickets and chats.. Handle complex or high-level complaints with empathy and professionalism.. Operational Oversight. Analyze customer feedback and support trends using Google Sheets.. Collaborate cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues.. Platform & Tool Management. Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central.. Optimize Gorgias macros, automations, and workflows.. Reporting & Strategy. Build and maintain performance dashboards and reports.. Recommend and implement improvements to processes, policies, and customer journeys..  . Requirements.  . What You’ll Bring. 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role.. Proficiency in:. Gorgias (or similar support platforms). Shopify. Amazon Seller Central. Google Sheets (data analysis and reporting).  . Strong communication skills and emotional intelligence.. A proven ability to lead, coach, and inspire remote teams.. Experience in a fast-paced, high-growth DTC environment.