Customer Success Manager

Must have experience * Experience in the credit repair industry is a REQUIRED

We are looking for someone who takes initiative, communicates professionally, pays attention to detail, and knows how to turn a frustrated customer into a satisfied customer.

💼 JOB RESPONSIBILITIES

• Oversee the overall customer experience from onboarding to ongoing support.
• Manage and supervise the customer support representatives.
• Monitor client accounts to ensure clients are receiving timely updates.
• Respond to escalated customer concerns and resolve issues professionally.
• Ensure all customer inquiries are answered within the required response time.
• Monitor client satisfaction, retention, and engagement.
• Follow up with clients who have questions, concerns, or are becoming inactive.
• Ensure clients understand the credit repair process and what to expect.
• Communicate with the dispute team to obtain updates on client files.
• Monitor the Skool community and ensure members are receiving support.
• Track customer complaints, recurring issues, and opportunities for improvement.
• Create and maintain customer service procedures and workflows.
• Hold team members accountable for performance and productivity.
• Provide weekly reports on customer satisfaction, retention, complaints, and team performance.

📋 REQUIREMENTS

• Comfortable using Dispute FOX Skool, Google Workspace, spreadsheets, and CRM platforms.
• Previous experience USING DISPUTEFOX
• Excellent written and verbal communication skills.
• Strong leadership and problem-solving abilities.
• Ability to manage multiple employees and customer accounts.
• Highly organized and detail-oriented.
• Ability to work independently and take initiative.
• Must be professional, dependable, and responsive.