Customer Success Team Manager - Remote

Overview

Our client is seeking an experienced and visionary Customer Success Team Manager to lead and inspire a high-performing customer support team. You will play an instrumental role in ensuring that our clients receive unparalleled support and solutions.

In Short

• Lead and mentor a high-performing customer service team.
• Cultivate a culture of continuous improvement and collaboration.
• Oversee Service Level Agreement (SLA) compliance.
• Enhance First Contact Resolution (FCR) rates.
• Analyze and improve Customer Satisfaction (CSAT) scores.
• Regularly analyze key performance metrics.
• Build strong relationships with other departments.
• Prepare and present insightful reports to leadership.
• Develop specialized teams for complex cases.
• Drive improvements in Average Handling Time (AHT).

Requirements

• At least 5 years of experience in a customer service leadership role.
• Strong understanding of customer service metrics.
• Excellent communication and interpersonal skills.
• A strong analytical mindset.
• Passionate about customer advocacy.

Benefits

• Work from home flexibility.
• Opportunity to lead a dynamic team.
• Engagement with innovative technologies.
• Professional development opportunities.
• Collaborative work environment.