Customer Success Manager - escalation handling (remote)

We are growing our team at Silverline Stone Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. Technicians and office staff share information daily. What you will do • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on customer tickets issues. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with outage reports. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with a monthly team day in New Orleans. • We will tell you what to expect at each step of the hiring process.