Job Description
Key Responsibilities
Team Leadership & Coaching
- Dual-Brand Management: Lead, mentor, and align the Customer Success Team at Email Industries and the newly forming Customer Success team at Kickbox.
- Support Oversight: Direct and support our small technical support team, fostering collaboration between reactive troubleshooting and proactive account management.
- Professional Development: Act as a hands‑on coach rather than just a manager, helping team members develop their consultative skills in email deliverability and account strategy.
Escalation & Customer Operations
- Primary Point of Escalation: Serve as the senior escalation point for both high‑level customer success relationship issues and critical technical support bottlenecks.
- Problem Resolution: Unblock technical and relational issues quickly by collaborating directly with deliverability consultants, engineers, and support reps.
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