Customer Service Manager

Company

So What Labs (SWL) is an AI-powered performance marketing platform designed to help SMBs, enterprises, e-commerce companies and D2C companies optimize their marketing budget and actions. This cutting edge platform provides autonomous cross channel optimization thereby increase revenue and reduce wastage of marketing budget. SWL is a UK based MarTech firm having its wholly owned subsidiary in India.

Platform has a full suite of apps connecting with underlying customer account with channels such as Google, Meta, TikTok, LinkedIn and platforms such as Shopify. SWL’s proprietary algorithms, the human intelligence layer and top layer of AI builds context, automates and optimizes marketing decisions across channels. Users receive instant, actionable insights, recommendations, actions and strategies.

Team members at So What Labs work with cutting-edge AI powered platform that directly impact customers’ Performance Marketing outcomes.

About the Role

So What Labs is looking for a hands-on Customer Success Manager to help our customers get the most value from our platform.

This is not a traditional customer support role. You’ll act as a trusted partner and problem solver for ecommerce businesses, helping customers understand their performance, resolve issues quickly, and make better use of their ecommerce and digital marketing data.

Our customers operate across platforms such as Shopify and WooCommerce and invest in channels including Google Ads, Meta Ads, Amazon Ads and TikTok Ads. You don’t need to be the person running every campaign, but you should understand how these platforms work, how ecommerce businesses use them, and how to diagnose the problems customers encounter.

This role would suit someone from a digital marketing or performance agency, ecommerce consultancy, MarTech company, or customer success team who enjoys working directly with customers and solving problems.

What You’ll Do

You’ll own the day-to-day success of a portfolio of So What Labs customers.

Your responsibilities will include:

• Build strong relationships with customers and become their primary point of contact.
• Onboard new customers and help them get set up successfully on the So What Labs platform.
• Understand each customer’s ecommerce business, objectives, marketing channels and challenges.
• Respond to customer questions and resolve issues quickly and effectively.
• Investigate problems across ecommerce, analytics and advertising integrations and coordinate with our technical team where necessary.
• Help customers understand what their data is telling them and translate insights into practical actions.
• Guide customers on how to use So What Labs to improve their marketing and ecommerce performance.
• Run regular customer check-ins and proactively identify opportunities to deliver more value.
• Monitor customer engagement and identify customers who may need additional support.
• Capture customer feedback, recurring issues and feature requests and communicate them clearly to the product and engineering teams.
• Help develop customer success processes, documentation, FAQs and best practices as we scale.
• Identify opportunities for customers to adopt additional So What Labs capabilities.
  

What We’re Looking For

We’re looking for someone who combines customer relationship skills with practical ecommerce and digital marketing knowledge.

Ideally, you’ll have:

• 3–5 years of experience in customer success, account management, digital marketing, ecommerce, or a similar customer-facing role.
• Experience working with ecommerce businesses, ideally using Shopify and/or WooCommerce.
• A solid understanding of performance marketing and platforms such as Google Ads and Meta Ads.
• Familiarity with other channels such as Amazon Ads, TikTok Ads, SEO, email marketing or affiliate marketing would be valuable.
• A good understanding of ecommerce and marketing metrics such as ROAS, CPA, CAC, conversion rate, AOV, revenue and customer acquisition.
• Experience interpreting analytics and marketing performance data.
• Strong problem-solving skills and the ability to investigate an issue rather than simply pass it to someone else.
• Excellent written and verbal communication skills.
• The ability to explain technical or data-related concepts clearly to non-technical customers.
• Strong organisational skills and the ability to manage multiple customers and priorities.
• A proactive mindset – you look for potential problems and opportunities rather than waiting for customers to raise them.
  

Agency Experience Would Be a Strong Plus

Experience in a digital marketing, performance marketing or ecommerce agency could be particularly relevant for this role.

You may already be managing multiple ecommerce clients, discussing campaign performance with them, troubleshooting tracking or platform issues, and helping clients decide what they should do next.

If you’re used to being the person a client calls when they have a question or something isn’t working – and you enjoy figuring out the answer – you’ll probably enjoy this role.

You Don’t Need To Be…

We aren’t looking for someone who personally knows how to configure every advertising platform or solve every technical integration problem.

You do need enough knowledge to understand what the customer is trying to achieve, ask the right questions, diagnose the likely problem and either solve it yourself or work with the right person internally to get it resolved.

Equally, this isn’t a role where customer issues are simply logged and passed to another team. We want someone who takes ownership of the customer’s problem through to resolution.

What Success Looks Like

You’ll be successful in this role when:

• Customers feel they have someone at So What Labs who understands their business.
• Customer questions and problems are resolved quickly.
• Customers actively use the platform and understand the value they’re getting from it.
• Issues are owned through to resolution rather than being passed between teams.
• Customers increasingly use insights from So What Labs to make decisions.
• At-risk customers are identified early and proactively supported.
• Customer feedback consistently reaches the product team and helps us improve the platform.
• Customers want to continue and expand their relationship with So What Labs.
  

The Person We’re Looking For

You’ll probably enjoy this role if you’re naturally curious and like solving problems.

When a customer says:

“My Google Ads numbers don’t match what I’m seeing in Shopify.”

Your instinct is to investigate why.

When they say:

“Our ROAS has dropped this month – what’s happening?”

You understand the question and know where to start looking.

And when they say:

“So What Labs is showing me this recommendation. What should I actually do?”

You’re comfortable discussing the commercial and marketing context with them rather than simply explaining which button to click.

We’re looking for someone who can become the bridge between our customers, their ecommerce and marketing operations, and the So What Labs platform.

Qualifications

• Proven ability in Customer Service Management, with experience overseeing Customer Support teams and driving Customer Satisfaction initiatives.
• Strong Communication skills, including clear written and verbal communication, active listening, and the ability to explain technical or data-driven concepts to non-technical customers.
• Well-developed Analytical Skills to interpret service metrics, identify trends, and recommend data-backed improvements to customer service processes.
• Experience in a SaaS, technology, or analytics-focused environment, preferably with exposure to marketing or AI-driven tools.
• Demonstrated leadership abilities, including team coaching, performance management, and conflict resolution.
• Comfort working on-site in Ahmedabad and collaborating cross-functionally with product, engineering, and marketing teams.
• Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
• Familiarity with CRM or helpdesk platforms and basic understanding of Google Analytics is an advantage.