Success Team Lead (Remote | Full-Time)

Compensation: $52,000 - $75,000 Total Compensation (W-2 Salary)

Hiring Candidates Anywhere in Texas, Florida, or Hawaii

About the Role

We are hiring a Success Team Lead to oversee both customer-facing operations and internal field operations. This role is the central hub connecting our customers, field technicians, and management. You will lead a remote team of Success Representatives (based in the Philippines), ensuring seamless daily operations, exceptional customer experiences, and continuous improvement across the entire organization.

This is a leadership role for someone who is passionate about cars, deeply knowledgeable about ceramic coatings, and thrives on building systems, coaching teams, and solving problems before they arise.

Key Responsibilities

Customer Success & Escalations

Oversee all customer-facing operations, including but not limited to scheduling, inquiries, cancellations, and escalations. You will serve as the final point of contact for complex or high-priority customer issues, ensuring every client feels heard, valued, and confident in their investment. Your approach should be consultative and educational, empowering customers with knowledge rather than defending against complaints.

Internal Operations & Field Support

Manage the daily operational needs of our field staff, including dispatching, rescheduling, ETA coordination, technician gear requests, time-off requests, and customer contact routing. You are the bridge between the field and the office, ensuring technicians have what they need to deliver exceptional service.

Team Leadership & Development

Lead, train, and mentor a remote team of Success Representatives based in the Philippines. You will be responsible for coaching them on product knowledge, customer communication, and operational excellence. Foster a culture of accountability, high morale, and teamwork.

Continuous Improvement & Kaizen

Champion a culture of continuous improvement. Establish and maintain feedback loops between field staff, management, and the success team. Use this feedback to identify recurring issues, develop training plans, and recommend policy changes that resolve customer concerns before they arise. Your goal is to make the operation smoother, faster, and more reliable every week.

What We're Looking For

Automotive Expertise

You have professional experience in the automotive industry and a strong understanding of ceramic coatings, paint protection, and vehicle care. You can speak confidently with customers and field staff about the technical aspects of our service.

Leadership & Coaching Experience

You have led customer-facing or operations teams in the past. You are a natural coach who enjoys developing talent, providing feedback, and building high-performing teams.

Operational Excellence

You are highly organized and comfortable managing multiple priorities simultaneously. You thrive in fast-paced environments and can balance customer needs, field operations, and team development without sacrificing quality.

Strong Communicator

You have excellent phone communication skills and a calm, confident, and approachable tone. You can de-escalate tense situations and turn frustrated customers into loyal advocates.

Remote & Multicultural Team Experience

You are comfortable managing remote teams, particularly international teams. You understand the importance of clear communication, cultural sensitivity, and building camaraderie across time zones.

Systems Thinker

You are obsessed with continuous improvement. You naturally identify inefficiencies, gather feedback, and implement solutions. You understand that small, incremental changes (Kaizen) lead to massive long-term improvements.

Your First Week: Build the Foundation

In your first week, you will work closely with current management to learn our systems, ask questions, and begin building SOPs for handling customer experience issues. The knowledge you need already exists within the organization, but it must be actively sought out, reviewed, confirmed, and documented.

Your primary objective in week one is to extract, organize, and systematize the tribal knowledge that currently lives in the heads of our managers and field staff. You will add these SOPs to our SOP bank, creating a living library of best practices that can be continuously reviewed and improved. This is not a passive onboarding process—it requires curiosity, initiative, and a commitment to building systems that scale.

Growth Opportunity

This is a foundational leadership role in a rapidly growing company. As we scale, this position will expand into a larger leadership role overseeing additional leads and multiple success teams across regions. For the right person, the opportunity for growth is significant.