Customer Success Manager

Qlub • Los Angeles, CA

8d • Hybrid

About The Position

qlub is scaling fast across markets worldwide, and we look for people who take real ownership of their work. As our next Customer Success Manager, you'll help drive our growth in SoCal: building, shipping, and delivering results from day one. This is a field-based role; you'll spend most of your time on-site with restaurant partners across SoCal rather than at a desk. You'll work closely with operators and partners to turn frictionless payments into real growth for restaurants. If you thrive in a fast-moving, build-from-scratch environment, this role is for you.

Requirements

• 3+ years of experience in customer support or customer experience, including experience managing a team
• Excellent written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Customer-focused with a positive attitude and a bias toward action

Nice To Haves

• Experience in payments, fintech, hospitality tech, SaaS, or a high-growth marketplace

Responsibilities

• Own the customer support experience end-to-end, ensuring customer queries are resolved in a timely manner across phone, email, and chat
• Be the face of qlub on the ground, regularly visiting restaurants and partner sites to train staff, resolve issues in person, and strengthen relationships
• Set the standards and processes for how issues are identified and troubleshot, and build the team that delivers against them
• Capture, organize, and report product issues and customer feedback to the internal team, and ensure the right insights reach Product and Operations
• Partner closely with the Operations team to follow up with customers and ensure technical issues are resolved end-to-end
• Track and report on support performance (response times, resolution rates, customer satisfaction) to leadership

Benefits

• Real ownership over products that impact millions of diners and thousands of restaurants globally
• The opportunity to solve challenging problems in payments, hospitality, and customer experience
• A fast-moving environment where great ideas quickly become reality
• Close collaboration with experienced operators, builders, and industry experts
• A chance to leave a visible mark on one of the fastest-growing restaurant technology companies globally

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed