Customer Care Manager

Customer Care Manager

The Customer Care Manager is responsible for leading the customer service department to ensure high levels of satisfaction, loyalty, and efficient daily operations.

How You’ll Spend Your Time 

• Coach a group of Account Coordinators and Inbound agents to process new service requests as well as provide updates throughout the life cycle of the service. 
• Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements 
• Collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives 
• Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies 
• Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements. 

How you'll contribute: 

• Coach, lead, and develop a high-performing team to deliver consistent, empathetic, and compliant customer experiences; set customer experience standards, run quality assurance reviews, provide regular coaching, and manage performance plans.
• Exhibit versatility and adaptability by managing diverse roles and responsibilities, responding effectively to shifting priorities and business needs to enhance team performance.
• Work collaboratively with internal teams to refine the customer experience, actively identifying and overcoming obstacles for customer satisfaction.
• Foster meaningful human connections by employing empathy to deeply understand and meet customer needs, leading to exceptional customer experiences.
• Own customer enablement for new business: equip agents with consultative education on products and strategies to identify needs, and present solutions while adhering to regulatory requirements.
• Lead the customer retention strategy end-to-end: define retention criteria, design outreach processes and scripting, run controlled pilots to measure efficacy, and partner with business leads to operationalize successful approaches; establish analytics to monitor retention outcomes.
• Maintain coverage and team readiness; align staffing and workflows to meet customer demand within established schedules. 

What we're looking for: 

• Experience successfully leading a hybrid/remote workforce 
• Exceptional communication skills with meticulous attention to detail.
• Data-driven, analytical mindset focused on understanding and enhancing processes.
• Experience leading a multichannel digital experience, e.g., inbound/outbound voice, chat, email, SMS, etc., preferred.
• Proven critical thinking and decision-making skills.
• Excellent interpersonal, management, motivation, and analytical skills.
• Strong commitment to customer service and quality required.
• Details oriented with strong organization, presentation, and prioritization skills.