Customer Care Manager

We are seeking an experienced and proactive Customer Care Manager to lead and expand our customer service operations. The ideal candidate will maintain high-quality service standards, manage day-to-day activities, and achieve targets with the team. This role involves leadership with operations, team management, training, and customer interaction across various communication platforms.

Lead Customer Care Operations: Manage daily customer service activities, including team rosters, workflow optimization, and target achievement.

Ensure Service Quality: Implement QA processes, monitor team performance, and ensure adherence to service standards.

Achieving KPIs: Ensuring all teams are meeting their KPIs and are on track. Also responsible for managing the lagging KPIs.

Handle Escalations: Resolve complex customer complaints and conflicts effectively to maintain customer satisfaction.

Train & Develop Team: Conduct training sessions, update documentation, and ensure team readiness for handling diverse scenarios.

Oversee Communication Platforms: Manage customer interactions on Intercom and Unifonic, ensuring timely and accurate responses.

Report & Analyze Performance: Maintain documentation and analyze data to improve processes and identify growth opportunities.

Requirements

Masters or Bachelors complete degree

3+ years of experience in customer service or similar role and lead a team of 20+ people.

Proficiency in using customer communications

Strong organizational and conflict-resolution skills.

Excellent verbal and written communication abilities.

Proven ability to motivate and manage teams towards achieving goals.

Data analytics, excel or SQL skills