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Manager, Customer Success, Quality, Training & Customer Success

Kobie MarketingCustomer Support
Hiring from
United States
Work type
Remote
Posted
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Join a National Top Workplace
Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers.
Join Us from Anywhere
While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with:
· Flexible Time Off to recharge when needed
· Nine Company-Wide Holidays
· A diverse suite of benefits prioritizing your growth, development, and personal well-being
Discover more about our perks and benefits here.
Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role.
Travel Requirements:
As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role.

This person is accountable for the overall management, leadership, and continuous improvement of the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.

The Customer Success Manager must serve as the in-house steward of operational readiness, agent development, and customer experience excellence. This position is responsible for ensuring agents have the tools, knowledge, support, and resources necessary to deliver exceptional customer experiences while maintaining operational consistency across all supported programs.

The incumbent will lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists and is responsible for ensuring the successful day-to-day execution of training, quality, escalations, and support processes while proactively identifying opportunities to improve scalability, efficiency, automation, and overall organizational effectiveness.

The Customer Success Manager is expected to operate with a high degree of autonomy, exercise sound judgment, and provide leadership that enables the Senior Director to focus on strategic initiatives rather than day-to-day operational oversight. This role is expected to challenge the status quo, embrace innovation, and continuously seek new ways to strengthen the organization through technology, automation, artificial intelligence, and employee development.

How you will make an impact

  • Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.

  • Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.

  • Establish performance expectations and ensure accountability for individual and team responsibilities.

  • Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences.

  • Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs.

  • Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs.

  • Drive training scalability through automation, digital learning solutions, self-service learning tools, and innovative instructional design.

  • Develop strategies to reduce manual training efforts while improving consistency, speed to proficiency, and long-term knowledge retention.

  • Maintain ownership of all Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards.

  • Ensure quality evaluations are accurate, consistent, actionable, and aligned to program requirements.

  • Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans.

  • Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support activities.

  • Ensure escalation trends, recurring customer concerns, and operational risks are identified, documented, and communicated appropriately.

  • Maintain ownership of Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.

  • Lead the ongoing development and enhancement of AI-powered support tools, chatbot content, and self-service solutions.

  • Partner with Account Leaders to ensure knowledge content remains accurate, current, and aligned with client requirements.

  • Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability.

  • Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.

  • Foster a culture of accountability, innovation, continuous learning, ownership, and customer-first decision making.

  • Develop future leaders within the department through coaching, mentoring, and career development opportunities.

  • Serve as the primary operational escalation point prior to Senior Director involvement.

  • Ensure the Senior Director is informed of material risks while providing complete documentation, business impacts, and recommended solutions.

  • Successfully manage daily operational responsibilities while simultaneously building a more scalable, automated, and future-ready organization.

What you need to be successful

Education and/or Experience

Bachelor's Degree or equivalent business experience preferred. Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred.

Leadership Skills

Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results.

Analytical Skills

Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.

Technical Skills

Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred.

Core Competencies

  • Strong work ethic and willingness to go the extra mile

  • Customer-first mindset

  • Exceptional communication and coaching skills

  • Proactive and solutions-oriented approach

  • Ability to navigate difficult conversations effectively

  • High degree of autonomy and ownership

  • Continuous improvement mindset

  • Innovation and AI-forward thinking

  • Strong organizational and leadership skills

Who we are As a trusted partner, Kobie delivers market-leading, end-to-end loyalty solutions designed to enable customer experiences for the world's most successful brands. We do this with a strategy-led technology approach that uncovers the truth behind what drives consumers on an emotional level. We believe that our team's passion and expertise are the driving forces behind our success and are proud to be named a Top Workplaces in the USA, where the best and brightest in loyalty drive our mission of growing enterprise value through loyalty.
A place for all We celebrate and embrace diversity at Kobie!
Employment at Kobie is based solely on an individual's merit and qualifications, which are directly related to professional competence. We do not discriminate against any teammate or applicant because of race,color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other characteristic protected by applicable law.
We are fiercely committed to fostering a workplace where teammates can bring their authentic selves to work every day. Our DEI initiatives, including various committees, ensure that principles of equity, diversity, and inclusion are deeply ingrained throughout Kobie. While our leadership team fully supports our policy of nondiscrimination and equal opportunity, it is the responsibility of all teammates to uphold these values.
Ready to join us? If you’re ready to make an impact and grow in a supportive, innovative environment, we’d love to hear from you. Apply today and join the best and brightest in loyalty!

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