Job Description
Are you a high-performer who thrives in a quiet, focused environment? Apex Global Solutions is looking for a strategic Night Shift Customer Success Manager to oversee our operations during prime hours. This is a unique opportunity to join a leading tech firm in Silicon Valley with a culture that values precision, autonomy, and work-life balance.
In this role, you will act as the bridge between our clients and our 24/7 support ecosystem. You will handle high-stakes escalations, ensure data integrity overnight, and mentor a team of night-shift analysts. If you want to avoid the daily commute and enjoy a dynamic corporate schedule, apply today.
Why Choose Apex Global?
- Flexible Schedule: Full-time night shift (10:00 PM - 6:00 AM) allows you to reclaim your days.
- Elite Compensation: Competitive salary with annual performance bonuses.
- Comprehensive Benefits: Medical, dental, vision, and 401(k) matching.
- Premium Culture: Modern office in downtown San Jose with ergonomic workstations and quiet zones.
Responsibilities
- Oversee the end-to-night customer journey, ensuring zero service gaps.
- Handle complex, Tier-3 client escalations with high emotional intelligence and problem-solving skills.
- Monitor nightly KPI dashboards (CSAT, NPS, resolution time) and implement corrective actions.
- Conduct briefings and training sessions for incoming night-shift staff.
- Collaborate with day-shift leadership to align on long-term client retention strategies.
- Maintain accurate records in Salesforce and CRM systems.
Qualifications
- Minimum of 4 years of experience in Customer Success, Account Management, or Operations.
- Proven track record of working successfully in night-shift or rotating schedules.
- Proficiency in CRM software (Salesforce, Zendesk, or HubSpot).
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Excellent written and verbal communication skills; bilingual (Spanish/English) a plus.