Ecommerce Customer Success Lead
Focus Global· Technology & Innovation
About this role
About the Role:
The Ecommerce Customer Success Lead plays a pivotal role in defining and implementing our Customer Success strategy.
Key Responsibilities:
- Customer Experience / Operations
- Recommend and lead strategies and initiatives that optimize the customer experience and improve efficiency
- Review customer concerns, identify intelligent solutions and ensure these are promptly executed. Handle escalations, customer recovery and retention.
- Build strong relationships with and collaborate with different internal and external stakeholders
- Data Analysis
- Analyze metrics and provide critical insights to internal stakeholders
- Identify customer insights through qualitative and quantitative analysis to support existing efforts and drive new projects and initiatives
- Knowledge Base Management
- Be the subject matter expert for customer success workflows, metrics, tools, etc.
- Manage and update external and internal knowledge base
- Handle internal cross training within the team and with other related teams in order to increase team productivity
- Team Management
- Lead and coach a team of associates
- Handle onboarding and training
- Manage performance and output
What We're Looking For:
- Graduate of any Bachelor's Degree
- 4-6 years experience in E-Commerce or customer service with at least 2-3 years in a leadership role
- Passionate about customer success and elevating the customer experience
- Must have excellent communication, people and decision making skills
- Highly organized – can manage multiple projects and meet critical deadlines
- Amenable to work on weekends and on shifting schedules
- Willing to do WFH and onsite (hybrid set-up)
- Must have a working laptop and stable internet connection home
- Knowledgeable in Google Business Suite (Gdocs, GSheets, GSlides, etc)
- Experience with Zendesk but not required
You are an ideal candidate if you are:
- An out of the box thinker - creative problem solver!
- A strong and persuasive communicator and presenter
- A lover of data and metrics - analytical and detail oriented
- Curious and have a lot of self initiative
- A team player - can both lead and support a team
- Willing to learn and experiment with new software tools
- Organized and systematic
Frequently Asked Questions
Is the salary disclosed for the Ecommerce Customer Success Lead position at Focus Global?
The salary for this Ecommerce Customer Success Lead role at Focus Global is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Ecommerce Customer Success Lead position at Focus Global located?
This Ecommerce Customer Success Lead role at Focus Global is based in Taguig, Metro Manila, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Ecommerce Customer Success Lead role at Focus Global full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Ecommerce Customer Success Lead role in the Technology & Innovation department at Focus Global.
Which team or department does the Ecommerce Customer Success Lead at Focus Global belong to?
This Ecommerce Customer Success Lead position is part of the Technology & Innovation department at Focus Global. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Ecommerce Customer Success Lead position at Focus Global?
Click the "Apply Now" button on this page. You will be redirected to Focus Global's official application portal hosted on freshteam where you can submit your application directly.
When was the Ecommerce Customer Success Lead job at Focus Global posted?
This Ecommerce Customer Success Lead position at Focus Global was posted on Jun 18, 2026. Apply as soon as possible — early applications are often reviewed first.
Ecommerce Customer Success Lead
Focus Global
You'll be redirected to Focus Global's official application page on freshteam.