Customer Success Lead

**About the role** Tailgate Connect (TGC) is a veteran-owned tailgate experience marketplace. We connect fans with hosted tailgates at NFL, college football, and concert events across the country. We're hiring someone to own the customer success journey, from a potential customer’s first question to the moment they're under the tent on game day. Our standards, message templates and support dashboard are already in place. You'll run them every day, and you'll be the person who updates them as we grow. **What you'll own** You own every standard that touches a TgC customer's journey: how we communicate to them, when we reach out, and how we resolve their issues. * Our customer message templates for text and email. * Our case system and the rules behind it. * The CS playbook for anyone covering the desk. * A debrief after each game weekend on what to improve. ***Responsibilities*** **Game day** * Send the morning reminders to every guest with a tailgate that day, including location-change notices when a host has moved. * Watch the live board as tailgates open across time zones, and get guests to the right tent in the event they can't find it. * Work several cases at once, prioritising guests who have replied or are stuck over routine reminders. * Confirm details with hosts when a guest's question needs the host's answer. **Day to day** * Respond to every customer inquiry by text, email and our contact form, from location questions and menu inquiries to ticket transfers. * Triage the general inbox: attach messages to the right customer, open a case, or dismiss. * Keep internal notes on every case so the record stands on its own. **You're a good fit if you** * Have customer service experience, especially in a remote role. * Write clearly and quickly. All support is handled by text and email; no customer phone calls are expected. * Stay calm when it's busy. A game day often has many tailgates running at once, and several open cases at the same time is normal. * Must work weekends and early mornings during the season. * Are comfortable learning a custom admin dashboard and giving honest feedback on how it could work better. * Have an interest in a career in tailgating and live events. * Want to join a growing team where you'll genuinely shape the culture. Pay: $50.00 - $250.00 per week Benefits: * Flexible schedule Work Location: Remote