Customer Care Manager - (Remote, US)
About the position
Responsibilities
- Leading, coaching and guiding direct reports on leading practice customer service principles and practical application.
- Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk.
- Assisting the Head of Global Customer Support and Organizational Risk to develop team level initiatives that will improve efficiency and optimize operations of the Customer Care department.
- Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions.
- Monitoring operational efficiency of tools, processes and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes.
- Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks.
- Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved.
- Driving high customer satisfaction across all Customer Care channels.
Requirements
- 5+ years' experience in a Customer Manager role.
- Vision and leadership skills to delegate tasks and set clear goals.
- Ability to innovate and seek better ways to address customer pain points.
- Commercial mindset with attention to detail to drive results that meet commercial goals.
- Excellent resource and time management skills.
- Strong relationship management skills with core internal partners.
- Ability to learn quickly and adapt to new challenges.
- Practices attentive and active listening skills.
- Team player who encourages collaboration and can solve problems effectively.
- Strong planning and delivery skills to scope out tasks and deliver projects on time.
Nice-to-haves
- Experience in the beauty and salon industry.
- Familiarity with SaaS solutions and customer engagement applications.
Benefits
- Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid.
- Continued investment in your professional development through Udemy.
- Robust health and wellness benefits, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting.
- Flexible and generous (FTO) time-off.
- Employee Stock Purchase Program.
- Student Loan Repayment Program.
