Customer Success Manager - escalation handling (remote)

Nova Union Telecom is a telecommunications provider in San Jose focused on reliable home and business connections. We are hiring a Customer Success Manager to take on escalation handling. You would join a small organisation of about 48 people, working mostly from home. What you will do • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on outage reports issues. • 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. 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 billing accounts. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in San Jose. • We will tell you what to expect at each step of the hiring process.