Customer Success Representative

At Loyal to Cumbria our Customer Success Representative plays a key role in ensuring customers achieve the best possible experience with our brand. Acting as a proactive partner you will support customers throughout their journeyhelping them get value from our products and services while building strong lasting relationships. Working remotely you will combine support guidance and insight to drive satisfaction loyalty and long-term success.

What Youll Do

Customer Engagement & Success Support

• Engage with customers across email chat and phone with a proactive and supportive approach
• Guide customers in using our products and services effectively
• Build strong relationships by understanding customer needs and goals

Problem Solving & Case Ownership

• Resolve customer issues questions and concerns efficiently
• Take full ownership of cases from initial contact to resolution
• Escalate complex issues appropriately while maintaining a high standard of care

Success & Experience Optimization

• Identify opportunities to improve customer satisfaction and long-term success
• Share insights and feedback to enhance customer success strategies
• Track and maintain accurate records of customer interactions and progress

Order & Service Support

• Assist customers with orders updates returns and service-related requests
• Ensure all requests are handled accurately and in a timely manner
• Collaborate with internal teams to ensure seamless service delivery

Team Collaboration

• Partner with cross-functional teams to improve customer outcomes and processes
• Contribute ideas to increase customer retention and engagement
• Support a collaborative and positive remote team culture

About You

• Experience in a customer-facing role such as support service or success (1 year preferred)
• Strong communication and relationship-building skills
• Proactive solution-oriented mindset with a focus on customer outcomes
• Comfortable working independently and managing priorities remotely
• Detail-oriented with strong organizational skills
• Familiar with CRM systems customer success tools and digital platforms
• Reliable internet connection and a distraction-free workspace

What We Offer

• Remote-first working environment with flexibility
• Opportunity to contribute to a brand focused on community and authenticity
• Career growth and professional development opportunities
• Supportive and collaborative team environment
• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to building a diverse and inclusive workplace where everyone is respected valued and empowered to succeed.