Customer Service Manager
Posted 1 hour ago
You'll apply on the company's website.
About the Role
We are seeking a Customer Service Manager to manage and elevate the international user experience for our link-in-bio tool. You will manage daily support center functions and foster a positive, productive team environment. This position involves defining objectives, mentoring staff, and upholding excellence in productivity and client satisfaction. As a leader in a dynamic, growing business, you will help design our internal support infrastructure and partner with the CEO to cultivate a lasting organization.
Requirements
- High school diploma or GED required; a bachelor's degree is preferred.
- Minimum of five years of experience in a customer service leadership capacity, preferably within a contact center, outsourced, or distributed environment.
- Proven ability to supervise daily operations in high-volume settings, specifically regarding coaching, staff growth, and performance oversight.
- Strong data analysis abilities, experience utilizing performance metrics, and superior verbal and written communication skills.
- Proficiency with CRM, workforce management, and customer support software like Gorgias or Zendesk.
- Adaptable and resourceful leadership style capable of balancing conflicting tasks while working with internal and external partners.
Responsibilities
- Direct the international team by establishing goals, evaluating performance, and promoting engagement.
- Oversee service-level targets, quality benchmarks, and labor scheduling to address business requirements and high-traffic intervals.
- Discover operational deficiencies and user challenges to enhance processes and execute projects.
- Support the team during difficult client escalations to ensure outcomes meet company policy.
- Measure and evaluate vital statistics like resolution duration, CSAT, and NPS to guide business choices.
- Work with the Training and Operations departments to standardize onboarding and information distribution.
- Report performance summaries and strategic suggestions to executive management.
Benefits & Perks
- Opportunity to work in a completely remote setting while helping to establish our service foundation.
- Comprehensive health, dental, and vision insurance coverage.
- 401(k) retirement plan with an employer match.
- Flexible paid time off policy.
- Eligibility for performance-based bonuses.
- Opportunity to receive equity as the firm grows.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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