Customer Success & Operations Lead

The Role
The Customer Success & Operations Lead oversees customer onboarding, support, and long-term success while improving operational processes and leading the customer success team.

This role is ideal for someone with customer success or e-commerce experience who enjoys building relationships, solving problems, and delivering exceptional customer experiences.

Responsibilities
Customer Onboarding

• Guide creators and brands through the complete onboarding process.
• Assist customers with connecting Shopify and other e-commerce platforms.
• Help customers upload products, artwork, and configure their stores.
• Verify successful integrations before customers begin selling.
• Create onboarding documentation, tutorials, and training materials.

Customer Success

• Respond to customer questions through email , chat, and occasional phone or video calls.
• Troubleshoot platform, order, and integration issues.
• Coordinate with technology, supply chain, and leadership teams to resolve customer concerns.
• Build strong relationships with creators and brands to ensure long-term success.
• Proactively identify opportunities to improve the customer experience.

Operations & Process Improvement

• Build and improve customer onboarding processes.
• Maintain and expand the knowledge base, FAQs, and training documentation.
• Identify recurring customer issues and recommend improvements to product and operations.
• Test new platform features before release and provide feedback to the development team.
• Track customer success metrics and prepare regular reporting.

Team Leadership

• Supervise, mentor, and coach Customer Success Representatives as the team grows.
• Manage daily customer support operations and ensure service level expectations are met.
• Review support quality and provide ongoing coaching and feedback.
• Assist with recruiting, interviewing, onboarding, and training future Customer Success team members.
• Help build a high-performance, customer-first culture.

Qualifications

• Excellent written and spoken English (required).
• 3+ years of customer success, customer support, or e-commerce operations experience.
• Previous experience leading or supervising a customer service team preferred.
• Experience supporting U.S.-based customers.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills with exceptional attention to detail.
• Comfortable working in a fast-paced startup environment.
• Ability to work independently and take ownership of outcomes.
• Positive attitude and commitment to delivering outstanding customer experiences.

Preferred Experience

• Shopify or other e-commerce platforms
• Print-on-demand or apparel industry
• Customer support platforms (Zendesk, Gorgias, Freshdesk, Intercom, etc.)
• Loom or other customer training tools
• ChatGPT and AI productivity tools
• Process improvement and documentation

Success Metrics (First 90 Days)

• Average first response time under 2 business hours.
• Average ticket resolution time under 24 hours.
• Customer Satisfaction (CSAT) above 95%.
• 95%+ onboarding completion rate.
• Average customer onboarding completed within 48 hours.
• Knowledge base and onboarding documentation fully established.
• Successfully supervise and develop at least one Customer Success Representative.
• Continuously improve onboarding efficiency and customer satisfaction.

What Success Looks Like
You create a customer experience that becomes a competitive advantage for IdeaMax. Every creator and brand feels supported from their first interaction through long-term growth. As the company scales, you build the people, processes, documentation, and operational discipline needed to support thousands of customers while maintaining exceptional service quality.

This is more than a customer support role - it is an opportunity to build and lead the Customer Success organization as IdeaMax grows.