Note: The job is a remote job and is open to candidates in USA. Crossing Hurdles is seeking a Customer Success Manager to optimize AI training scenarios and customer support workflows. The role involves managing teams of analysts and collaborating cross-functionally to enhance customer engagement and performance excellence.
Responsibilities
• Design, review, and optimize AI training scenarios and customer support workflows for diverse use cases
• Manage and guide teams of operational and Customer Success analysts, ensuring best practices and performance excellence
• Collaborate cross-functionally to deliver insightful feedback that enhances both customer engagement and AI training outcomes
• Analyze workflow data and customer interactions using tools such as Zendesk, Intercom, Gorgias, and ServiceNow to identify areas for improvement
• Create and refine customer service scenarios, knowledge base materials, and escalation processes based on real-world challenges
• Deliver clear, actionable feedback to operational teams while driving continuous improvement initiatives
• Utilize Slack, Gmail, and calendar management tools to coordinate team activities and maximize productivity in a remote environment
Skills
• Have strong relevant experience in Customer Success Management or related fields, with proven leadership of CS or operational analyst teams
• Deep familiarity with customer support platforms including Zendesk, Intercom, Gorgias, and ServiceNow
• Demonstrated ability to design effective AI training tasks, workflows, and real-world scenarios
• Exceptional analytical thinking and problem-solving capabilities, with a talent for converting insights into practical actions
• Outstanding written and verbal communication skills, including feedback delivery and cross-functional collaboration
• Proficiency in Slack, Gmail, and advanced calendar management
• Adaptability and resourcefulness in dynamic, tech-driven environments
Company Overview
• Crossing Hurdles connects skilled professionals with opportunities across AI training platforms and high-growth companies. It was founded in 2019, and is headquartered in Gurgaon, Haryana, IND, with a workforce of 51-200 employees. Its website is https://www.crossinghurdles.com.