Senior Customer Success Manager - escalation handling (Honolulu, HI)

Highbridge Cross Banking Services Group is a community-focused bank in Honolulu serving households and small businesses, and we need a Senior Customer Success Manager to lead our 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. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on card disputes issues. • 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 account openings. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Honolulu, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.