Customer Success Manager | REMOTE

Position Type: Full-Time
Location: Remote
Apply here: https://operationsarmy.com/application

We are looking for a Customer Success Manager to ensure seamless alignment between customers / clients and the talent delivering work for them. You will be responsible for maintaining communication clarity, supporting team performance, and resolving operational challenges quickly and professionally.

This position fits individuals with BPO or client-facing operations experience who enjoy balancing people leadership with structured workflow management. It's a mid-level role-more responsibility than a coordinator or team lead, but still below senior ops management.

• Act as a reliable point of contact for day-to-day client needs.
• Conduct regular syncs to gather updates, clarify priorities, and set expectations.
• Build trust through consistent communication and timely follow-ups.
• Surface concerns early and provide clear, actionable recommendations.

• Support talent with clarity on tasks, responsibilities, and expectations.
• Provide coaching and guidance to improve performance and communication.
• Track attendance, workload, and overall delivery quality.
• Help new hires or transitioning staff get aligned quickly.

• Ensure all deliverables, tasks, and timelines remain on track.
• Maintain and update SOPs as workflows evolve.
• Identify operational risks or bottlenecks and escalate appropriately.
• Collaborate with internal support teams to close gaps in service delivery.

• Anticipate potential misunderstandings and address them early.
• De-escalate issues using balanced communication and objective reasoning.
• Protect both client satisfaction and talent stability through fair handling.

• Strong communicator with excellent spoken and written English.
• Experienced in BPO operations, client-facing roles, or team leadership.
• Highly organized and capable of managing multiple workflows at once.
• Empathetic, approachable, and skilled in building trust with both clients and talent.
• Calm under pressure with a solutions-first mindset.

• 2-5 years of experience in BPO operations, account management, or team lead/SME roles.
• Proven ability in supervising talent or handling client requests.
• Strong task management, organization, and documentation skills.
• Ability to maintain structured workflows and follow-through.