Back
Customer Success Manager
Full-time
Fourth Frontier is looking for a self-driven Customer Success Manager to own the day-to-day operation of its CX function across two product variants (FX Wellness and FX+ Medical), maintaining SLA and compliance discipline and operating an AI-native CX infrastructure built on Zoho Desk with an active AI layer.
Operations & Team Management
Own the support queue across both variants with differentiated SLAs and escalation paths.
Manage and train CX support agents through quality reviews, coaching, and performance visibility.
Ensure SLA compliance is tracked and owned, with full traceability of resolution steps.
Compliance & Analytics
Classify FX+ Medical tickets and maintain Complaint Records in line with FDA and EU-MDR requirements.
Build a structured CX to Product feedback loop so product-impacting signals surface with context.
Run weekly ticket analytics reviews to identify SLA breach patterns and root cause clusters.
AI-Native CX Tooling
Take operational ownership of the Zoho Desk + AI layer infrastructure and contribute to its improvement.
Identify further automation and AI-assist opportunities as ticket patterns evolve.
Maintain and improve classification, routing, and SLA automation logic in Zoho Desk.
Experience
3-5 years in a CX, Customer Success, or Support operations role, with 1-2 years in a team lead capacity.
Hands-on experience configuring a ticketing system (Zoho Desk, Zendesk, Freshdesk, or equivalent).
Experience in a regulated or compliance-sensitive environment is a plus.
