Customer Success Manager - escalation handling (remote)

Harborlight Willow Markets serves neighbourhoods around Miami 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 • 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 online orders 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. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Experience with store inventory. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Fully remote, with an occasional day on site in Miami. • Applications are reviewed on a rolling basis.