Salary
80,000MKD net (project agreement)
Hours
Monday to Friday | 1400-2200 CEST | Start date 1 November 2025
Location
Remote (anywhere in Macedonia)
We are seeking a highly organized and proactive Customer Success Manager for our US client partner, a leading Real Estate Marketing SaaS provider, to oversee customer support operations, ensure timely handling of customer interactions, and serve as a key point of communication between the support team, engineering, and leadership.
This is a temporary role covering a minimum of six months while the current position holder is on leave. An initial training and shadowing period will ensure a smooth transition, and while the role is temporary, strong performance may lead to opportunities for a different position within the company after the coverage period.
What You’ll Be Doing
- Monitor incoming tickets and ensure they are promptly claimed and addressed.
- Track and follow up on missed calls during business hours, investigating root causes (e.g., breaks, AFK, system issues) and addressing patterns of concern.
- Ensure the team is meeting responsiveness and availability standards across all support channels (calls, tickets, chats, etc.).
- Create and deliver regular reports on team productivity, efficiency, and customer responsiveness.
- Identify bottlenecks, recurring issues, or gaps in support processes and provide actionable feedback to improve operations.
- Collaborate closely with engineering to clearly communicate bugs, technical issues, and feature requests identified through customer interactions.Your job will be to communicate in layman’s terms customer impact to the head of Engineering so that he can prioritize and translate into technical terms.
- Serve as the escalation point for support challenges that require higher-level problem-solving.
- Work with leadership to recommend process improvements and tools that enhance both customer and team experience.
- Manage 2 people who are responsible for the relationships with the various MLS organizations across the US. This will involve frequent MLS outreach on technical and contractual issues as well as a certain amount of financial control over MLS invoicing.
What You Should Bring
- Proven experience in customer success, support management, or a related role.
- Strong organizational and analytical skills, with the ability to spot trends and uncover root causes.
- Excellent verbal and written communication skills for clear reporting and cross-team collaboration.
- Familiarity with CRM and ticketing systems (e.g., Salesforce, Jira, etc.) is a plus.
- Strong problem-solving mindset with a focus on accountability and driving improvements.
Success in This Role Means
- No missed customer interactions go unaddressed.
- Support tickets and calls are handled promptly with minimal delays.
- Clear, actionable insights are regularly provided to engineering and leadership.
- Team productivity and customer satisfaction consistently improve through oversight and feedback.
What You Get
- Company-provided laptop with IT support
- Paid candidate referral program
- Access to international teams, mentorship, and growth paths
- Flexibility to work remotely
Interview Process
Shortlisted candidates contacted within a week of applying. 2-3 weeks for decision following 1st interview.