What are the responsibilities and job description for the Customer Success Manager position at Reframe?
About Reframe
Reframe is the #1 app to help people cut back or quit drinking by combining neuroscience, psychology, and real human support. We’re on a mission to help millions transform their relationship with alcohol and live more empowered, connected, and fulfilling lives.
At Reframe, we believe recovery and transformation look different for everyone and so does great support. That’s where you come in.
About the Role
We’re looking for a Customer Success Manager who doesn’t just answer tickets , you solve problems, bring empathy, and make someone’s day better with every interaction. This role is perfect for someone who loves their job, thrives on helping others, and feels energized by the small wins that create big impact.
As a core member of our support team, you’ll be on the frontlines of the Reframe experience : answering user questions, troubleshooting app issues, and ensuring every Reframer feels heard and supported. You’ll also work cross-functionally with product, engineering, and coaching teams to continuously improve our platform and user experience.
What You’ll Do
- Respond to customer inquiries via email, in-app chat, and other support channels with empathy, clarity, and efficiency
- Troubleshoot technical issues, bugs, and user concerns and communicate solutions clearly
- Track common issues and flag trends to help improve the platform experience
- Collaborate with product and tech teams to escalate user feedback and find better solutions
- Serve as the voice of the customer, advocating for their needs across internal teams
- Maintain internal knowledge bases and help docs
- Jump into team meetings and contribute ideas for how we can make Reframe even better
You’re a Great Fit If You
- LOVE HELPING PEOPLE
- Thrive in a fast-paced, mission-driven environment
- Are an excellent communicator (written and verbal) with high emotional intelligence
- Are a natural problem-solver who loves untangling confusion and creating clarity
- Are tech-savvy and quick to learn new tools and systems
- Are organized, dependable, and responsive, your follow-up game is strong
- Take initiative and own your work, but love collaborating as part of a team
- Feel energized working at the intersection of wellness, tech, and behavior change
- Open to recent graduates or candidates with 1 years of experience in a customer-facing role
Bonus Points If You
- Have previous customer support or community experience in a tech or wellness company
- Have a personal interest in mental health, coaching, recovery, or behavior change
- Are excited about Reframe’s mission and want to help us grow
Why Join Reframe?
- Be part of a passionate, mission-driven team changing lives at scale
- Work in a high-impact role where your voice and ideas are valued
- Join a collaborative and supportive workplace where people truly love what they do
- Competitive salary health benefits growth opportunities