Senior Manager of Customer Care

The Senior Manager of Customer Care oversees team performance, coaches and develops Customer Care Specialists, and ensures customers receive timely, accurate, and empathetic support across all channels. This position requires a professional who can work independently as well as in a dynamic project team environment. This individual will ensure that the Customer Care team delivers high-quality service measured by high customer satisfaction, high rate of resolution on first contact, low aged ticket ratio, and a fast, strategic, and empathetic response to incidents.

This individual will improve customer engagement processes, procedures, tools, and communication channels that enable the team to produce positive results that enhance the overall customer experience and satisfaction. The Senior Manager of Customer Care partners closely with cross-functional teams to improve customer experience, streamline support processes, and identify opportunities to enhance service delivery. This position requires a hands-on leader who is passionate about developing people, solving problems, and creating positive customer experiences while supporting business objectives.

• Manage growing Customer Care team to ensure reported cases are assigned and resolved with quality and customer satisfaction in mind
• Mentors and develops Customer Care Specialists; nurture an environment where they can excel through encouragement and empowerment
• Evaluate tools and resources for the Customer Care team to provide recommendation for updating tools; lead implementations as required
• Enhance standard operating procedures, policies and standards for the organization based on industry best practices; lead continuous improvement efforts for the team
• Provide a weekly report to team Executives on key metrics, KPIs, past results and forecasts
• Audit Customer Care agent metrics, activities, and processes to ensure timeliness and accuracy of responses to customers
• Ensure the highest level of professionalism when communicating with customers
• Participate in cross-functional meetings to provide readouts on team performance, obtain information to forecast future team activities, and plan accordingly
• Provide materials, support, training, and data that help our Customer Care agents to work more effectively
• Ensure analytical methods, support, training, and other resources are in place to identify areas of opportunity, including cost savings, contact reduction, and customer satisfaction.
• Lead regular Customer Care team meetings to assign tasks and track what was accomplished, what is going to be accomplished today, and to identify road blocks while generating a sense of urgency, responsibility and accountability within the team
• Conduct regular one-on-one meetings with each individual contributor in the Customer Care team to review individual performance against KPIs and expectations, policy/process adherence, and alignment with career goals and objectives
• Lead regularly scheduled team meetings to share corporate updates, organizational updates, and team updates
• Partner with Human Resources in hiring and effective onboarding of team members with the goal of shortening the time to proficiency

• Bachelors degree in Business or related field preferred
• 6+ years of experience in supervisory role, preferably in a Customer Care role; experience in a health and wellness organization a plus
• Exceptional interpersonal skills for internal and external relationship building
• Demonstrated passion for and ability to make customer satisfaction a priority;
  Empathetic and courteous to all and able to handle difficult customers with respect
• Demonstrated technical problem-solving abilities
• Demonstrated effective leadership and communication skills and comfortable when interacting in both one-on-one and group settings
• Has influencing skills and ability to build professional working relationships with peers and team
• Highly organized and efficient, with a proven ability to think strategically
• Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks
• Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation
• Experience working with and being subject matter expert on a CRM tool; experience with Zendesk, Hubspot, Vonage, Shopify, or MS Dynamics NAV are highly desirable
• Experience supporting a B2B and D2C eCommerce business within consumer packaged goods, food, supplements, or wellness industries is a plus.
• Skilled in data analysis, with a focus on comprehending its impact on business growth

• Requires the ability to perform computer-and communication-based (via written, verbal, and electronic communications) tasks for extended periods, participate in regular meetings, oversee team operations, and occasional light office tasks such as lifting up to 10 pounds.

We offer a diverse, quality work environment, a great…