US Global Mail

Compensation

Full Description

US Global Mail is the leading AI-powered digital mailroom platform, serving individuals, families, nonprofits, and enterprise clients nationwide. As we scale rapidly, we’re looking for a Customer Success & Support Manager who can create structure, manage our support team, and ensure every customer—from a single household to a 5,000-employee enterprise—has an exceptional experience. This role is not warehouse operations, but you will work closely with our Ops team to ensure smooth handoffs, escalations, and process execution. What You’ll Own • Lead and manage a team of customer support agents — including offshore agents • Build and optimize CS processes, documentation, and playbooks • Own customer renewals, retention strategies, and long-term account health • Act as the escalation point for high-touch B2B and enterprise clients • Oversee and handle b2b onboarding • Monitor SLAs, dashboards, and CS performance metrics; implement improvements • Partner closely with Operations to align workflows, resolve issues, and maintain service quality • Champion the use of AI tools and automation to improve efficiency across Support and CS • Collaborate cross-functionally with Product, Engineering, and Leadership on customer insights and feature feedback Must-Have Experience • Strong proficiency with Intercom (inbox, macros, automation, reporting) • Experience working directly with B2B or enterprise clients • Previous leadership of overseas support teams (hiring, training, QA, coaching) • Proven track record improving processes, SOPs, and support operations • Tech-forward mindset with comfort using AI tools, automation systems, and SaaS platforms • 3–5+ years in Customer Success, Customer Support Management, or related roles • Excellent written and verbal communication skills; calm under pressure You’ll Thrive Here If You Are • Obsessed with delivering a consistent, high-quality customer experience • Passionate about building scalable systems (not firefighting forever) • Comfortable collaborating with Ops partners and stepping into light Ops tasks when needed • Curious and proactive about using technology + AI to streamline support • A strong people leader who sets clear expectations and grows team capability Why Join Us • Be part of transforming a 25-year legacy logistics business into the leading AI-powered digital mailroom platform • Own and mature the entire Customer Success + Support engine • Work closely with leadership on impact-driven initiatives • Opportunity to grow into a Director-level role as we scale How to Apply Submit your resume along with a brief note on why you’d be a strong fit for a high-impact Customer Success and Support leadership role at US Global Mail. Pay: $60,000.00 - $80,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off • Vision insurance • Work from home Experience: • Customer relationship management: 3 years (Required) • managing B2B customer support: 1 year (Preferred) • SAAS company work: 1 year (Required) Work Location: Remote