Senior Customer Success Manager - escalation handling (Rochester, NY)

Harborlight Glen Banking Services is looking for a Senior Customer Success Manager. The job centres on escalation handling for card disputes, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on card disputes issues. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. 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 • Ability to explain technical topics simply. • Experience with loan files. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.