• Handle inbound end-customer delivery tickets with professionalism and urgency • Execute predefined exception workflows including ghost shipments, stalled/in-transit delays, delivered not received, and more • Communicate shipment status, next steps, and expectations clearly and consistently to customers • Escalate issues as required / needed • Log outcomes accurately to support tracking visibility and reporting

• Provide support on inquiries and complaints by phone, email, or chat • Answer incoming calls and emails concerning products, sales, service, corporate information, appointments, etc. • Maintain high level of customer support and customer satisfaction, keeping a customer relationship database • Strive for client retention and loyalty and aim for a positive response to the customer’s inquiry

Role Description The Team Lead, Customer Service leads a team of Customer Service Specialists responsible for safeguarding the buyer and brand experience across all client storefronts. This role owns team output, quality, and development, and serves as the senior subject-matter expert on customer-facing workflows including Voice of Customer, buyer and seller messaging, feedback and review management, and inbound brand concerns. The Team Lead translates departmental strategy into daily execution, builds the systems that keep the team consistent, and develops specialists into stronger operators over time. - Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report. - Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews. - Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence. - Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases. - Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready. - Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders. - Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows. - Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities. - Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps. Qualifications - 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or remote environment. - Demonstrated ability to develop people — has promoted, coached, or built leaders from within a team. - Strong working knowledge of marketplace customer service workflows (Amazon and/or comparable platforms), including buyer messaging, reviews, feedback, and brand-protection escalations. - Comfortable owning team metrics and using data to diagnose problems and drive decisions. - Skilled in writing SOPs, training materials, and process documentation that hold up under change. - Excellent written English and clear, structured communication with both team members and senior stakeholders. - Organized, methodical, and calm under pressure; able to prioritize across competing demands without losing the thread. - Proficient with task and knowledge management tools (e.g., Asana) and quick to learn new systems. - Aligned with the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

Role Description We are looking for a strategic, client-focused Customer Success Manager to support a portfolio of enterprise accounts at Factored. In this role, you will be responsible for driving customer satisfaction and retention, while supporting expansion across high-value accounts. - Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention. - Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards. - Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts. - Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities. - Maintain visibility into delivery health across accounts, including engineer ramp-up, performance feedback, and engagement signals, ensuring teams are aligned with client expectations. - Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans before they impact account health. - Serve as the customer success point of contact for key stakeholders and engineering managers, collaborating closely with the Account Director or Account Executive to establish strong client connections. - Support Account Director or Account Executive on Quarterly Business Reviews (QBRs), providing data-driven insights, case studies, and strategic recommendations in collaboration with our engineers working with the client. - Align client objectives with Factored’s delivery capabilities to ensure measurable business impact. - Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives. - Support Account Director or Account Executive in fulfilling new won deals and executing renewals. - Navigate complex stakeholder environments and manage escalations effectively. - Collaborate cross-functionally (GTM Team, Delivery, Recruiting, Legal, Finance) while maintaining accurate CRM data and reliable forecasting. - Maintain accurate CRM data, account documentation, and reliable forecasting to support strategic decision-making. Qualifications - 5+ years of experience in Customer Success, Account Management, or Client Partnerships within tech, staffing, or professional services, with engineer staff augmentation preferred. - Experience managing strategic, enterprise, and mid-market accounts (ideally $1M+ in annual revenue). - Strong understanding of staff augmentation, AI, data, and/or software development environments. - Experience working closely with engineering teams or technical stakeholders to support delivery outcomes. - Proven track record of driving retention and expansion within existing accounts. - Ability to manage complex stakeholder relationships and executive-level conversations. - Data-driven mindset with experience using CRM tools (HubSpot, Salesforce, etc.). - Excellent communication skills in English +C1 (written and verbal). - Strategic thinker with hands-on execution capability. - High ownership mentality with proactive problem-solving and strong cross-functional collaboration skills. Benefits - Ownership through equity participation. - Annual company retreat. - Education bonus for continuous learning. - Company-wide winter break. - Paid time off. - Optional in-person events and meetups. - Tailored career roadmaps. - High-performance culture.