Customer Success Executive

ABOUT IGLOO Igloo is a smart access control operating system built for multifamily, single family, and unmanned rental operations. We provide an end-to-end hardware and software solution giving property managers, operators, and tenants seamless, secure, and connected access experiences. We operate globally with footprints in the US, EU and APAC. THE ROLE The Customer Success Executive (CSE) is the frontline partner between igloohome and its customers. The role delivers fast, accurate and empathetic support across voice, email and chat, resolving product and account issues for both B2B and B2C customers. Beyond solving tickets, the CSE builds lasting relationships with customer accounts, turns customer feedback into insights for internal teams, and helps every customer get full value from igloohome’s products and services. DUTIES & RESPONSIBILITIES Customer Support & Issue Resolution Manage inbound and outbound customer interactions across phone, email and chat with accuracy and professionalism. Investigate, prioritise and resolve customer queries, complaints and technical issues accurately and completely, within agreed service level agreements (SLAs). Perform first-level troubleshooting and problem determination, and escalate or route complex cases to the appropriate team with clear, complete case notes. Handle dissatisfied or escalated customers calmly and professionally, de-escalating situations and working toward a fair resolution. Track every open case through to