Customer Success Manager, Remote (Mountain Time)
[email protected] · (406) 555-0183 · Missoula
Professional Summary
Customer support team lead with 6 years in software support, the last 3 fully remote. Lead a distributed team of 7 agents across 3 US time zones, with a 94 percent customer satisfaction score on more than 1,100 tickets a month. Strong writer who replaces meetings with clear written updates. Available 8 a.m. to 5 p.m. Mountain Time and can cover Eastern or Pacific hours.
Work Experience
Customer Support Team Lead (Remote), Trailhead Scheduling Software Mar 2023 – Present
- Lead a fully remote team of 7 support agents in 3 US time zones, covering 7 a.m. to 7 p.m. Eastern with staggered shifts.
- Keep first response time under 2 hours on 1,100+ Zendesk tickets a month, with a 94 percent satisfaction score.
- Wrote 38 help center articles and recorded 12 Loom walk-throughs; tickets asking how to use basic features fell 21 percent.
- Replaced 3 recurring meetings with a weekly written update in Slack and one 30-minute video check-in.
- Onboarded 5 new agents entirely remotely with a 30-day plan in Notion; all 5 met ticket quality targets by day 45.
Customer Support Specialist (Hybrid), Trailhead Scheduling Software Sep 2021 – Feb 2023
- Resolved 45 to 60 chats and emails a day for small business customers, working from home 3 days a week.
- Flagged a recurring billing bug with a documented case list of 60 tickets, which engineering fixed in the next release.
Customer Service Representative, Clark Fork Outdoor Supply Jun 2020 – Aug 2021
- Answered 60+ phone and chat contacts a day for an online outdoor gear store and trained 4 new representatives.
Skills
Zendesk · Slack · Zoom and Google Meet · Notion · Loom · HubSpot CRM · Google Workspace · Written communication · Remote team coaching
