Manager, Customer Care

Overview

Job Description

Responsibilities

• - Lead, inspire, and coach a team of Customer Care Specialists and the wider Customer Care team to achieve exceptional customer satisfaction by embodying our core Customer Experience (CX) principles, enhancing their skills in communication, problem-solving, product knowledge, and efficiency.
• - Address and manage team performance issues timely, providing constructive feedback and development plans, while mentoring and sharing knowledge with other leaders for effective performance management.
• - Serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions.
• - Identify underlying problems and take the initiative to fix root causes cross-functionally.
• - Suggest, develop and roll-out new processes, policies and guidelines to improve the overall customer experience and service standards, measure success and iterate as needed.
• - Staying aware of industry best practices and emerging trends to adapt these strategies as needed.
• - Collaborate with various teams to optimize internal processes and workflows, promoting efficiency and knowledge sharing, and see the through to ensure successful adoption of them.
• - Use data to analyze service performance metrics, providing insight into trends and opportunities for enhancement.
• - Lead initiatives based on these insights to improve customer service experiences and standards.
• - Help design and refine training programs for both existing and new team members, with a focus on system proficiency and fostering a culture that excels in our CX core competencies.
• - Advocate and actively help improve the continuous optimization and utilization of customer care systems and tools for maximum efficiency across the Customer Care team.
• - Encourage a collaborative and supportive team environment that values individual growth and team cohesion across Customer Care teams and other Remote teams.
• - Assist in recruitment initiatives to build a high-performing and diverse Customer Care team.

Required Skills

• - Excellent leadership and interpersonal skills
• - Strong reporting and analytical skills
• - Exceptional communication and presentation skills
• - Experience working with SaaS companies (preferred)
• - A strong passion for customer experience and eagerness to collaborate with other teams to improve it.
• - An effective listener who can also communicate feedback clearly and in a friendly way
• - Capable of being highly productive and independent in driving initiatives with minimal oversight from management
• - A creative problem-solver, capable of making decisions when needed without relying on management
• - Ability to clearly communicate goals and the direction they should be headed towards
• - Writes and speaks fluent English
• - It's not required to have experience working remotely, but considered a plus

Benefits

• - Work from anywhere
• - Flexible paid time off
• - Flexible working hours (we are async)
• - 16 weeks paid parental leave
• - Mental health support services
• - Stock options
• - Learning budget
• - Home office budget & IT equipment
• - Budget for local in-person social events or co-working spaces