Customer Success & Operations Lead

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: TYPE OF WORK

Full Time

: SALARY

70,000

: HOURS PER WEEK

40

: DATE UPDATED

Sep 26, 2026

JOB OVERVIEW

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.

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Customer Success & Operations Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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