Customer Care Manager - Remote

Overview

The Customer Care Manager will lead and scale the customer care team, focusing on building a high-performing culture and driving data-led improvements in customer experience.

In Short

• Manage and develop a high-performing customer care team.
• Implement foundational customer experience programs.
• Use data and metrics to drive operational improvements.
• Lead performance management and coaching initiatives.
• Collaborate with cross-functional teams to enhance customer experience.
• Track and analyze customer support metrics.
• Drive improvements in customer satisfaction and efficiency.
• Own escalation processes and feedback loops.
• Foster a culture of ownership and innovation within the team.
• Thrive in a fast-paced, remote work environment.

Requirements

• Experience in building or scaling customer experience functions.
• Strong operational thinking and program management skills.
• Ability to mentor and lead high-performing teams.
• Proven data-driven decision-making skills.
• Excellent communication and stakeholder management skills.
• Proactive problem-solving mindset.
• Experience in SaaS or high-growth environments.
• Ability to work independently with minimal oversight.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours.
• 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.