Customer Success & Support Manager

Description:

Textology is an AI-powered business communication platform serving U.S. businesses through messaging, VoIP, automation, customer support, scheduling and payment-related workflows.

As the platform enters its customer-acquisition and scale phase, we are establishing a structured Customer Success and Support function that can provide customers with timely, professional and accountable assistance.

About the Role

We are hiring our first dedicated Customer Success & Support Manager.

This person will become the primary operational contact for customers after the sales handoff.

The role combines customer onboarding, product training, callback-based support, ticket management, technical issue coordination, customer adoption, retention and relationship management.

During the current stage, Textology primarily follows a callback model. Customers calling the official Textology number may use an IVR menu and leave a message or callback request.

The Customer Success & Support Manager will review these requests, return calls promptly and manage each inquiry through resolution.

This role is not limited to replying to tickets. The successful candidate must help customers obtain real value from Textology and prevent unresolved issues from becoming cancellations.

Customer Calls and Callback Management

Monitor customer callback requests, voicemails and abandoned-call records during U.S. business hours.
Review call recordings, transcripts and AI-generated summaries where available.
Return customer calls professionally and within the defined response target.
Create a ticket or customer record for every material phone interaction.
Maintain clear notes, commitments, follow-up dates and resolution status.

Ticket and Communication Management

Manage tickets throughout their complete lifecycle, including open, in progress, pending customer, resolved and closed statuses.
Manage customer email threads, attachments, internal notes and communication history.
Use approved response templates while personalizing replies to the customer’s situation.
Ensure no inquiry is lost because of incomplete documentation or unclear ownership.
Maintain accurate audit trails and customer interaction records.

Level 1 Support

Provide login and password assistance.
Guide customers through basic account and dashboard functions.
Answer general feature questions.
Assist with contacts, templates and user-management features.
Handle basic billing and subscription questions.

Level 2 Support

Investigate messaging, VoIP, configuration and workflow issues.
Reproduce reported problems.
Collect screenshots, timestamps, phone numbers, message IDs and other relevant evidence.
Guide customers through available workarounds.
Determine whether an issue is caused by configuration, user error, carrier processing or a likely product defect.

Level 3 Escalation

Escalate confirmed technical, carrier, compliance or infrastructure issues to the appropriate Product, Engineering, QA or VoIP team.
Provide a complete issue summary rather than forwarding an unclear customer complaint.
Maintain ownership of customer communication while the technical team investigates.
Follow up until the issue has been resolved or a formal next step has been communicated.

Onboarding and Product Adoption

Conduct onboarding and training sessions for new customers.
Help customers configure team members and roles.
Assist with business numbers, messaging workflows and VoIP features.
Guide customers through templates, automation and AI agents.
Support appointment and payment-related workflows.
Explain 10DLC onboarding requirements in clear, simple language.
Coordinate with internal teams when a customer requires number provisioning, porting, carrier registration or advanced setup.
Monitor whether customers are actively using the platform after onboarding.
Proactively contact customers who appear inactive, confused or at risk of cancellation.

Customer Retention and Internal Feedback

Build professional relationships with customers.
Identify recurring support problems and recommend process or product improvements.
Collect structured customer feedback.
Highlight potential churn risks to leadership.
Identify legitimate expansion or cross-sell opportunities and coordinate them with Sales.
Help develop support procedures, FAQs and knowledge-base articles.
Help create troubleshooting guides, onboarding checklists and escalation policies.

Mandatory Requirements

Two or more years of experience in customer success, SaaS customer support, technical support, customer onboarding or technology account management.
Previous experience supporting U.S.-based customers.
Excellent professional spoken and written English.
Strong telephone communication and active-listening skills.
Ability to remain calm and structured when handling frustrated customers.
Experience using ticketing, CRM or help-desk systems.
Strong documentation and follow-up habits.
Ability to learn a technical SaaS product in depth.
Basic understanding of APIs, web applications, browser troubleshooting and cloud software.
Ability to distinguish between user guidance, configuration problems and technical defects.
Full availability during U.S. Eastern business hours.
Reliable internet, professional headset and quiet remote-working environment.