Career Level Manager
Experience 5 Years
The Customer Care Manager will work closely to develop and grow the existing team and drive results. Essentially, this a newly created role for someone who has the affinity of being a People Leader. If you have a strong desire in coaching, mentoring, training & developing, collaboration, and metric-driven success, this could be the right opportunity for you.
Your responsibilities will include:
Managing day-to-day operations for both remote and on-site representatives including goal-setting, training & development, performance management, and providing effective feedback
Serving as a people leader to coach and mentor in order to facilitate the team’s growth and drive results
Assessing incoming and outgoing calls per company standards to ensure professional, compliant, efficient, effective, and satisfactory customer interaction
Tracking the team’s SLA’s and KPI metrics in order to present to management
Providing ongoing development for new & existing representatives in customer support best practices, including product knowledge, customer resolution, and professionalism
Collaborating with management to create and implement process improvement
HR responsibilities include (not limited to) onboarding plans, conflict resolution, performance improvement & review, hiring, etc.
The ideal candidate will have:
5+ years of experience in customer support role w/ 3 years of experience as a people manager
An analytical mindset with proven experience of tracking and effectively communicating SLA’s and KPI metrics
A strong understanding of customer service & communication, incident management, customer resolution, and customer support best practices
The interpersonal attributes to engage, motivate, mentor, and coach the team in order to drive results and meet metrics
Experience managing both a remote and on-site team
Experience with a CRM tool (i.e. Salesforce)
Intermediate skills in Excel in order to track metrics (pivot tables, v-lookups, etc.).
Not required, but nice to have:
Experience providing support and troubleshooting on a software product
Worked for a technology-driven company that provides B2B support
If this role speaks to you and you’re the People Leader we’re looking for, apply right away! We’re eager to have a new member on our team.