Manager, Customer Care - Remote

Overview

The Manager, Customer Care will lead and inspire a team of Customer Care Specialists to achieve exceptional customer satisfaction while enhancing their skills in communication, problem-solving, and efficiency.

In Short

• Lead a team of Customer Care Specialists.
• Manage team performance and provide constructive feedback.
• Serve as the primary contact for escalated customer issues.
• Develop new processes to improve customer experience.
• Collaborate with teams to optimize internal processes.
• Analyze service performance metrics for improvement.
• Design training programs for team members.
• Advocate for the optimization of customer care systems.
• Encourage a collaborative team environment.
• Assist in recruitment initiatives for the Customer Care team.

Requirements

• Excellent leadership and interpersonal skills.
• Strong reporting and analytical skills.
• Exceptional communication and presentation skills.
• Experience with SaaS companies preferred.
• Passion for customer experience.
• Effective listening and feedback communication.
• Ability to work independently and drive initiatives.
• Creative problem-solving skills.
• Fluent in English.

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.