Customer Success Representative

About the role

As a Customer Success Representative at Nysonian, you will be the primary point of contact for customers, guiding them from initial inquiry through resolution. Your mission is to build trust, resolve concerns, and strengthen long‑term relationships across our global lifestyle brands.

Key responsibilities

• Manage customer interactions via phone, email, and live chat, delivering timely and personalized support.
• Proactively identify churn risks and friction points, taking action to improve retention and lifetime value.
• Own complex customer issues end‑to‑end, escalating high‑priority matters when necessary.
• Maintain accurate CRM records and translate recurring issues into actionable insights.
• Collaborate with Customer Success, Operations, Marketing, Product and other teams to resolve root causes and enhance the overall experience.

Required profile

• 4+ years of experience in Customer Support, Success or Experience, preferably in US/UK retail or e‑commerce.
• Proven track record of driving customer retention, loyalty and satisfaction.
• Exceptional written and verbal English communication skills with a professional, empathetic approach.
• Strong problem‑solving and analytical abilities, capable of investigating root causes and making sound judgments.
• Ability to thrive in a fast‑paced, 24/7 environment while managing multiple priorities.

Required skills

• Hands‑on experience with CRM and support platforms, preferably Gorgias.
• Familiarity with Shopify and e‑commerce ecosystems.

What we offer

• Competitive pay with performance‑based advancement opportunities.
• Ownership of strategy, systems and execution within a fast‑growing, founder‑led company.
• Access to AI‑driven tools and a culture of speed, direct communication and clear accountability.
• Equal‑opportunity workplace that values diversity and inclusion.