Customer Success ManagerReframe | Full-Time | Remote (India)

About ReframeReframe is a fast-growing, YC-backed, neuroscience-based alcohol reduction platform helping people build healthier relationships with alcohol through science-backed tools, behavioral psychology, and personalized human support.

We’re looking for a Customer Success Manager to join our team and help deliver an excellent customer experience as we continue to grow.

The RoleThis is a high-volume, customer-facing role for someone who enjoys helping people, solving problems, and communicating with empathy. You’ll be responsible for managing and responding to approximately 200 customer support tickets per day, ensuring that customers receive timely, accurate, and thoughtful responses.

The ideal candidate is organized, detail-oriented, comfortable working with a high volume of requests, and able to balance speed with quality. You should be confident handling sensitive customer concerns while maintaining a warm, professional, and solution-oriented approach.

Location: Remote, India

Working Hours: U.S. Eastern Time business hours

What You’ll Do

- Manage customer support tickets: Respond to approximately 200 tickets per day across customer support channels, maintaining timely and accurate communication.
- Resolve customer issues: Help customers with subscriptions, billing, refunds, app functionality, account access, and general product-related questions.
- Deliver empathetic support: Communicate with customers in a warm, professional, and understanding manner, especially when handling sensitive or frustrating situations.
- Maintain response quality:



Ensure responses are accurate, personalized, clear, and aligned with Reframe’s policies and support guidelines.
- Manage ticket prioritization: Identify urgent or complex issues, prioritize appropriately, and escalate cases that require additional support.
- Follow up and close the loop: Ensure customer concerns are addressed completely and that unresolved issues are tracked through resolution.
- Document customer interactions: Maintain explicit records of customer conversations, recurring issues, and resolutions.
- Identify recurring problems: Recognize common customer pain points and share insights with the team to improve processes and the overall customer experience.
- Meet performance goals: Consistently meet targets for ticket volume, response time, resolution rate, and customer satisfaction.

What We’re Looking For
- Experience in customer support, customer success, or a similar customer-facing role.
- Ability to manage high volumes of customer inquiries while maintaining accuracy and quality.
- Excellent written English and strong communication skills.
- Strong problem-solving abilities and attention to detail.
- Empathy, patience, and sound judgment when dealing with sensitive customer situations.




- Ability to work independently, manage competing priorities, and follow established processes.
- Comfort using customer support platforms, ticketing systems, and internal tools.
- Willingness to work U.S.

Eastern

Time business hours while based in India.

Preferred Qualifications
- Experience handling high-volume support queues for a consumer app, subscription business, or SaaS company.
- A degree from a leading U.S. university, preferably in Busuness
- Familiarity with subscription billing, payment issues, refunds, and customer retention.
- Experience working in a fast-paced startup environment.
- Experience using AI tools and support macros to improve efficiency without compromising response quality.

What Success Looks Like
- Consistently managing approximately 200 tickets per day while maintaining high-quality responses.
- Meeting established response-time and resolution targets.
- Maintaining strong customer satisfaction and minimizing avoidable escalations.
- Ensuring customer issues are documented, tracked, and resolved efficiently.
- Helping identify opportunities to improve support workflows and the customer experience.

Why Join Reframe?
- Join a fast-growing, YC-backed company working to make science-backed alcohol reduction support more accessible.
- Receive competitive compensation and grow with a scaling company.
- Make a direct impact on the experience of thousands of customers.
- Work with a team that values ownership, efficiency, empathy, and continuous improvement.

📌 Customer Success Manager (India)
🏢 Reframe
📍 India