Customer Care Lead - US- East coast- Remote

New York, United States · Full-time · Management

About The Position

About Cyrus 

Cyrus is building a direct-to-consumer personal cybersecurity & privacy platform that protects our customers from identity theft, fraud, and cybercrime. Our customers are able to take meaningful actions to better protect themselves from these threats and get world-class expert support if anything happens. 

We’re backed by leading VC funds and prominent private investors who share our vision & conviction. Still, in stealth mode, we’re looking for the best talent out there to join our team in shaping the future of personal cybersecurity.

The Cyrus team is energetic & passionate about our mission. We all share a can-do approach and enjoy working together to solve big problems and take on new challenges,

About the position

Cyrus is seeking a Customer Care Manager to build our customer care team, shape the company’s customer care direction, analyze user data and build a satisfied customer relation. 

The Customer Care Team will be a trusted advisor for building relationships and driving product adoption. By being experts on the Cyrus-Security platform, we will provide a unique level of consultation and inspiration to our customers. 

The position is remote- USA East Coast

Responsibilities

  • Build Cyrus Security customer care department from scratch
  • Handle customers from the signup stage, and help the company understand the customer journey.
  • Collect and analyze customer metrics for the purpose of building the best customer service possible. 
  • Build surveys for customer satisfaction and increase the engagement and revenue of our users. 
  • Hiring the Customer Success team and lead them in various tasks to boost team efficiency.
  • Develop close relationships with key customer stakeholders to ensure alignment between customers and Cyrus-security teams throughout all stages of the customer lifecycle. 
  • Help Cyrus understand how customers experience the app
  • Help Cyrus collect customer feedback via email, phone, online presentations, screen-sharing, and more.
  • Work collaboratively across Cyrus Implementation, Support, Product and Engineering, and Customer Development teams.
  • Navigate client organizations to uncover additional product applications & opportunities for partnership
  • Represent the voice of the customer and influence product development roadmap

Requirements

  • Prior experience in building a customer success team from scratch  
  • 4 to 6 years B2C customer success experience 
  • Strong written and verbal communication skills in English - a must
  • Strong planning and organizational skills
  • Technical aptitude or experience with mobiles applications, Security background - is a plus.
  • Data-driven
  • Previous experience supporting consumers applications 
  • Experience with chat messaging tools like Intercom, Live person
  • Ability to work in a high-energy customer success team environment 
  • Enthusiastic with a desire to see customers succeed, understanding customers' needs and wants, and going beyond to ensure customer satisfaction.
  • BA or BS degree

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