Customer Success Representative Senior
Customer Success Representative Senior
Work Model: 100% Remote
Employment Type: Full-Time
Department: Customer Success
Build Your Career With Alia Services
Alia Services connects talented professionals with growing companies around the world. We specialize in remote recruitment, workforce, and payroll solutions, helping organizations build exceptional teams while creating meaningful career opportunities for professionals.
We're looking for an experienced Customer Success Representative Senior who is ready to take full ownership of complex customer accounts, optimize order workflows, handle advanced escalations, and serve as a core leader and operational anchor within the Customer Success team.
If you have a proven track record in B2B customer service, expert-level order management and logistics troubleshooting, and excel at driving cross-functional collaboration between Sales, Billing, Accounts Receivable, and external suppliers, this is the ideal senior step for your career.
Why Join Alia Services?
At Alia Services, we want our team members to feel supported throughout their employment while having opportunities to grow professionally. As part of our team, you'll have access to:
100% Remote Work – Work from the comfort of your home while collaborating with an international team and client.
Health Insurance – Health insurance coverage provided through SafetyWing, beginning as soon as you are hired.
Paid Time Off (PTO) – Enjoy paid time off to rest, recharge, and maintain a healthy work-life balance.
Reliable Payroll – Consistent payroll administration and support from the Alia Services team.
Dedicated HR Support – Access to our People Operations team for employment-related questions, support, and guidance throughout your time with us.
Professional Growth – Opportunities to develop your skills, gain international experience, and step into high-impact operational roles.
Coaching & Feedback – Ongoing mentorship, leadership guidance, and development opportunities.
International Experience – Gain valuable experience working remotely with international companies and teams.
Cross-Functional Development – Opportunities to expand your knowledge and gain exposure to strategic areas of the business.
Equipment Coordination – Equipment support and coordination may be available depending on the position and client requirements.
Ongoing Employee Support – From onboarding through your day-to-day employment, Alia Services serves as your dedicated partner throughout your experience with the client.
About the Role
As a Customer Success Representative Senior, you will play a critical role in ensuring end-to-end order execution accuracy, maintaining high-tier client satisfaction, and preventing supply chain disruptions.
You will independently manage high-priority customer accounts, audit complex order workflows, lead critical post-shipment escalation resolutions, and serve as a mentor and subject matter expert for Customer Service Representatives I & II.
Success in this senior role requires high autonomy, strategic problem-solving, advanced cross-functional communication, process optimization, and strong accountability.
What You'll Do
Customer & Order Operations Management
Oversee and manage complex, high-priority, or high-volume customer accounts and order cycles.
Ensure strict compliance with shipping timelines, order specifications, and customer delivery requirements.
Proactively track critical shipments, identify systemic bottlenecks, and resolve high-level post-shipment or supplier-related issues.
Maintain rigorous order documentation, data accuracy, and status reporting within CRM/ERP systems.
Lead cross-functional alignment with Billing, Accounts Receivable, Account Executives, Sales, and Logistics teams to resolve intricate billing or fulfillment discrepancies.
Act as the primary escalation point for unresolved supplier or order issues, ensuring swift resolution while preserving customer trust.
Leadership, Mentorship & Process Improvement
Serve as an operational reference and subject matter expert (SME) for lower-level CSRs (Level I & II).
Lead the onboarding, coaching, and daily support for new team members.
Analyze recurring operational friction points and propose process improvements or workflow enhancements to leadership.
Drive team continuity by managing queue overflows, backup coverage, and high-priority account handoffs.
Operate with total autonomy under minimal supervision, driving results and team alignment independently.
What We're Looking For
Required Qualifications
4–5+ years of professional customer service and order management experience.
Proven background in B2B or corporate customer service environments.
Strong expertise in order management, fulfillment, shipping timelines, and supplier coordination.
Advanced proficiency with Microsoft Office (particularly Excel and Outlook) and CRM/ERP systems.
Proven ability to handle complex escalations and resolve multi-departmental friction (Sales, Billing, AR, Logistics).
Exceptional written and verbal English communication skills (C1/C2).
Demonstrated experience mentoring, coaching, or guiding junior team members.
High autonomy, strong attention to detail, and top-tier organizational and time-management skills.
Preferred Qualifications
Direct experience in international B2B logistics, supply chain, or account coordination.
Prior experience as a Team Lead, Senior Agent, Subject Matter Expert (SME), or Escalations Specialist in a remote environment.
Advanced proficiency in data tracking, Excel reporting (pivot tables, complex formulas), and system integrations.
Who Will Succeed in This Role?
You’ll be a strong fit if you are an expert operator who takes proactive ownership of the entire order lifecycle. You don't just react to problems—you anticipate them, build solutions, and keep all internal and external stakeholders informed.
You are also a natural mentor who takes pride in supporting your teammates, elevating team performance, and driving operational excellence across the Customer Success department.