Qureos Mentor

CASABOT®

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 About the Role
 
 
 
 
 As CASABOT&rsquo;s Customer Success &amp; Support Manager, you&rsquo;ll be the voice of our customers&mdash;ensuring they not only love our product but also feel empowered using it. You&rsquo;ll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.
 
 
 
 
 
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 Own and improve the customer lifecycle from onboarding to renewal.
 
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 Deliver exceptional technical and non-technical support through chat, phone, and email.
 
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 Build scalable onboarding and training processes.
 
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 Manage and mentor support engineers and success agents.
 
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 Monitor and report on customer health scores and satisfaction metrics.
 
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 Act as the internal voice of the customer&mdash;partnering with Product and Engineering on feature feedback and issue resolution.
 
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 Lead implementation of customer self-service resources and knowledge bases.
 
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 Handle escalations and critical customer issues with urgency and empathy.
 
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 Collaborate with Sales and Account Management on upsells and renewals.
 
 
 
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 Requirements
 
 
 
 
 
 
 
 Customer Success &amp; Relationship Management
 
 
 
 
 
 
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 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech
 
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 Proven track record in reducing churn and increasing customer satisfaction
 
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 Experience with customer journey mapping and lifecycle strategy
 
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 Technical Proficiency
 
 
 
 
 
 
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 Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
 
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 Ability to understand and communicate technical concepts to non-technical users
 
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 Experience with support ticketing systems (e.g., Zendesk, Freshdesk)
 
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 Communication &amp; Leadership
 
 
 
 
 
 
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 Exceptional communication and interpersonal skills
 
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 Customer-first mindset with a high emotional intelligence
 
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 Experience hiring, coaching, or managing support/success teams
 
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 Tools &amp; Systems
 
 
 
 
 
 
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 CRM (HubSpot, Salesforce, or similar)
 
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 Support Platforms (Intercom, Zendesk)
 
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 Project management tools (Asana, Notion, Trello)
 
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 Nice to Have
 
 
 
 
 
 
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 Experience in pre-launch or startup environments
 
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 Familiarity with AI or automation platforms
 
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 Multilingual capabilities (especially Arabic, German, French or Italian)
 
 
 
 
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 Benefits
 
 
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 Help shape the future of AI-powered smart living
 
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 Work with a global, mission-driven team
 
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 Remote-friendly culture with flexible hours
 
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 Equity options for early-employees
 
 
 
 
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Customer Success & Support Manager

Join CASABOT® and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

CASABOT®

ABOUT_COMPANY

Customer Success & Support Manager