Technical Support & Customer Success Team Manager

About Us

Yaballe is a leading platform empowering eCommerce sellers with innovative and scalable solutions. We simplify on-line stores operations, save time, and enable scalable growth while delivering exceptional value to our customers. Our mission is to foster a collaborative, innovative, and results-driven culture.

Role Overview

We’re seeking a dynamic and motivated Support & Customer Success Team Manager to manage and modernize our customer operations. Based in our office, you will manage a 24/7 offshore team of support representatives and Customer Success Managers while driving process improvements, introducing AI tools, and ensuring an exceptional customer experience.

Key Responsibilities

• Lead and coordinate a 24/7 offshore support and customer success team.
• Improve support operations by introducing modern tools and automating workflows.
• Monitor and improve key performance metrics, including response times, resolution times, and customer satisfaction (CSAT) – to identify trends and improvements.
• Manage escalations and work with internal teams to resolve complex customer issues.
• Drive customer onboarding, engagement and retention initiatives, ensuring customers achieve success with our platform.
• Be the voice of the customer to drive product improvements working with the product & development teams.

Requirements

• 3-4 years of experience managing support and/or customer success teams.
• Familiarity with modern customer support tools (e.g., Zendesk, ChatGPT, etc) and experience implementing automation and process improvements.
• Strong leadership, communication, and problem-solving skills.
• A proactive, customer-first mindset with a desire to learn and grow
• Understanding of e-commerce operations and dropshipping workflows - an advantage.
• Proficiency in troubleshooting technical issues and providing solutions.
• Excellent communication and interpersonal skills in multi-cultural environments.
• Curiosity to continuous learning and staying updated with industry trends.