Customer Success Manager

About the role

We’re looking for a Customer Success Manager who doesn’t just answer tickets, you solve problems, bring empathy, and make someone’s day better with every interaction. This role is perfect for someone who loves their job, thrives on helping others, and feels energized by the small wins that create big impact.

Responsibilities

• Respond to customer inquiries via email, in-app chat, and other support channels with empathy, clarity, and efficiency
• Troubleshoot technical issues, bugs, and user concerns and communicate solutions clearly
• Track common issues and flag trends to help improve the platform experience
• Collaborate with product and tech teams to escalate user feedback and find better solutions
• Serve as the voice of the customer, advocating for their needs across internal teams
• Maintain internal knowledge bases and help docs
• Jump into team meetings and contribute ideas for how we can make Reframe even better

Requirements

• Loves helping people
• Thrives in a fast-paced, mission-driven environment
• Excellent communicator (written and verbal) with high emotional intelligence
• Natural problem-solver who loves untangling confusion and creating clarity
• Tech-savvy and quick to learn new tools and systems
• Organized, dependable, and responsive, your follow-up game is strong
• Initiative and ownership of work, but loves collaborating as part of a team
• Energized working at the intersection of wellness, tech, and behavior change
• Open to recent graduates or candidates with 1+ years of experience in a customer-facing role

Bonus points if you have

• Previous customer support or community experience in a tech or wellness company
• A personal interest in mental health, coaching, recovery, or behavior change
• Excitement about Reframe’s mission and wanting to help us grow

Why Join Reframe?

• Be part of a passionate, mission-driven team changing lives at scale
• Work in a high-impact role where your voice and ideas are valued
• Join a collaborative and supportive workplace where people truly love what they do
• Competitive salary + health benefits + growth opportunities