Customer Success & Support Manager – B2B SaaS/VoIP

About this role

Company:
Textology, a product of Worldwide Arrangements Inc.

Location:
Remote - Pakistan or India

Employment Type:
Full-Time

Working Hours:
9:00 AM–6:00 PM U.S. Eastern Time, including a one-hour break

Compensation:
Competitive monthly salary based on experience

About Textology

Textology is an AI-powered business communication platform serving U.S. businesses through messaging, VoIP, automation, customer support, scheduling and payment-related workflows.

As the platform enters its customer-acquisition and scale phase, we are establishing a structured Customer Success and Support function that can provide customers with timely, professional and accountable assistance.

About the Role

We are hiring our first dedicated Customer Success & Support Manager.

This person will become the primary operational contact for customers after the sales handoff.

The role combines customer onboarding, product training, callback-based support, ticket management, technical issue coordination, customer adoption, retention and relationship management.

During the current stage, Textology primarily follows a callback model. Customers calling the official Textology number may use an IVR menu and leave a message or callback request.

The Customer Success & Support Manager will review these requests, return calls promptly and manage each inquiry through resolution.

This role is not limited to replying to tickets. The successful candidate must help customers obtain real value from Textology and prevent unresolved issues from becoming cancellations.

Customer Calls and Callback Management

• Monitor customer callback requests, voicemails and abandoned-call records during U.S. business hours.
• Review call recordings, transcripts and AI-generated summaries where available.
• Return customer calls professionally and within the defined response target.
• Create a ticket or customer record for every material phone interaction.
• Maintain clear notes, commi...