Customer Success Manager - escalation handling (remote)

We are growing our team at Amberfield Birch Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on billing accounts issues. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. 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 • Experience with outage reports. • Ability to explain technical topics simply. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Remote-friendly, with a monthly team day in El Paso. • We will tell you what to expect at each step of the hiring process.