What you bring

Excellent leadership and interpersonal skills
Strong reporting and analytical skills
Exceptional communication and presentation skills
Experience working with SaaS companies (preferred)
A strong passion for customer experience and eagerness to collaborate with other teams to improve it.
An effective listener who can also communicate feedback clearly and in a friendly way
Capable of being highly productive and independent in driving initiatives with minimal oversight from management
A creative problem-solver, capable of making decisions when needed without relying on management
Ability to clearly communicate goals and the direction they should be headed towards
Writes and speaks fluent English
It's not required to have experience working remotely, but considered a plus

Key Responsibilities

Lead, inspire, and coach a team of Customer Care Specialists and the wider Customer Care team to achieve exceptional customer satisfaction by embodying our core Customer Experience (CX) principles, enhancing their skills in communication, problem-solving, product knowledge, and efficiency.
Address and manage team performance issues timely, providing constructive feedback and development plans, while mentoring and sharing knowledge with other leaders for effective performance management.
Serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions. Identify underlying problems and take the initiative to fix root causes cross-functionally.
Suggest, develop and roll-out new processes, policies and guidelines to improve the overall customer experience and service standards, measure success and iterate as needed. Staying aware of industry best practices and emerging trends to adapt these strategies as needed.
Collaborate with various teams to optimize internal processes and workflows, promoting efficiency and knowledge sharing, and see the through to ensure successful adoption of them.
Use data to analyze service performance metrics, providing insight into trends and opportunities for enhancement. Lead initiatives based on these insights to improve customer service experiences and standards.
Help design and refine training programs for both existing and new team members, with a focus on system proficiency and fostering a culture that excels in our CX core competencies.
Advocate and actively help improve the continuous optimization and utilization of customer care systems and tools for maximum efficiency across the Customer Care team.
Encourage a collaborative and supportive team environment that values individual growth and team cohesion across Customer Care teams and other Remote teams.
Assist in recruitment initiatives to build a high-performing and diverse Customer Care team

Practicals

You'll report to: Director of Customer Care
Team: Customer Care
Location: Depends on business requirements

Manager, Customer Care AMER

AMER

Remote

Senior

Remote