Customer Success Manager - escalation handling (remote)

We are growing our team at Nova Fern Energy and adding a Customer Success Manager whose main responsibility will be escalation handling. Safety comes first on every shift. What you will do • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on meter readings 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 • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with hardship programmes. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Toledo. • We will tell you what to expect at each step of the hiring process.