Modern Amenities

Compensation

Full Description

Company Overview Modern Amenities is redefining how traditional industries scale by combining AI, data, and platform innovation into one connected ecosystem. We’re more than a single business—we’re building the blueprint for transforming entire markets, starting with the vending and unattended retail space. What we do: • Vendingpreneurs trains entrepreneurs to launch profitable vending routes, creating a ready network of subcontractors to power enterprise contracts. • Modern Amenities partners with REITs, hotel groups, and healthcare facilities to deliver micro-markets and workplace amenities with zero upfront cost—think of us as the “Netflix” of on-site amenities. • VendHub brings the ecosystem together, offering equipment financing, inventory management, and lead generation in one integrated platform. • AIMS (AI Managed Services) extends our AI-driven lead generation and operational systems to other B2B industries. Why it matters: Modern Amenities is proving that entire industries can be reimagined through platform thinking. We’re not just participating in the future—we’re building it. Our systems are already driving millions in revenue, helping small businesses succeed while delivering enterprise-grade solutions at scale. Our impact: From empowering entrepreneurs to servicing national contracts, every solution we create multiplies across multiple business lines. The result: an ecosystem where innovation, efficiency, and opportunity align to unlock billion-dollar potential across industries. Ready to grow with us? Join Modern Amenities at the perfect stage—established enough to scale, but lean enough that your work has immediate impact. Here, ideas become action quickly, and every contribution helps build the future of business. Position Overview: We’re looking for a Customer Success Director (CSD), who is passionate about people, obsessed with customer success, and thrives in a dynamic, entrepreneurial environment. This person will play a central role in ensuring our members feel supported, engaged, and continuously see the value in our community. The CSD will oversee our member success journey—from onboarding through engagement, retention, and advocacy. You’ll manage customer support operations, lead a small team of support reps and ambassadors, and create initiatives to strengthen member engagement. You’ll also bring structure to our workflows by implementing processes, ticketing systems, and AI tools to streamline the member experience. This role is perfect for someone who is both strategic and hands-on, emotionally intelligent, and eager to drive measurable results. Key Responsibilities: • Lead onboarding calls with new members to set expectations, ensure a smooth start, and build strong relationships. • Customer Support Leadership: Manage a small team of customer support reps and ambassadors, including training, coaching, and performance oversight. • Oversee and respond to member support issues (refunds, escalations, technical concerns). • Handle customer campaign issues empathetically, following and creating SOPs to ensure consistent resolution and client satisfaction. • Community Management: Oversee and optimize the online platform where members interact and network, ensuring a positive, engaging, and well-supported environment. • Develop, document, and refine customer support processes, including the use of AI workflows to handle common questions. • Implement and manage a ticketing system, ensuring tickets are tracked, prioritized, and resolved quickly. • Design, optimize, and oversee ticket workflows to ensure efficiency and accountability. • Regularly review the most common support questions and continuously update AI workflows to improve self-service and responsiveness. • Client Campaign Management: Assist with managing and implementing changes to client campaigns, ensuring updates are completed accurately and on time. • Develop and track community engagement initiatives such as challenges, accountability programs, and interactive events to keep members motivated. • Design and maintain dashboards/reports that track key metrics such as member engagement, training attendance, retention, satisfaction, and support performance. • Continuously analyze data to identify trends and opportunities to enhance the customer experience. • Serve as the “voice of the customer,” collaborating with leadership to ensure member needs shape our growth strategy. Required Qualifications: • Customer-obsessed mindset—you genuinely care about helping people succeed. • Strong emotional intelligence with excellent communication and relationship-building skills. • Proven experience in customer success, customer support management, or community management (bonus if in coaching, education, or entrepreneurial spaces). • Intercom experience preferred. • Knowledge of AI-powered support tools and ability to continuously optimize them. • Ability to manage a team and lead with accountability, empathy, and results. • Analytical thinker with experience building and interpreting dashboards and engagement reports. • Comfortable working in a fast-paced, evolving startup-style environment. • Highly organized, resourceful, and proactive problem solver. Compensation & Benefits: • Be part of a mission-driven company helping entrepreneurs achieve freedom through vending. • Work remotely with a supportive and ambitious team. • Opportunity to take ownership of customer success strategy and make a real impact. • Competitive salary up to $120K per year + growth opportunities as we scale. Application Process: Shortlisted candidates will be scheduled for initial phone screening and will be required to complete a brief skills assessment before the virtual interview. Equal Employment Opportunity Statement Modern Amenities is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and collaborative workplace. We welcome applicants of all backgrounds and do not discriminate based on race, religion, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected characteristic.