Customer Success Manager - escalation handling (remote)

Highbridge River Markets serves neighbourhoods around Richmond with fresh food and everyday goods. We are hiring a Customer Success Manager to take on escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on online orders issues. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with promotions. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Richmond. • We will tell you what to expect at each step of the hiring process.