Customer Success Manager - escalation handling (Honolulu, HI)

Harborlight Rowan Banking Services Group provides everyday banking and small-business lending around Honolulu, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on branch operations issues. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with card disputes. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Honolulu, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.