Managing a team of Customer Service Representatives and Senior Customer Service Representatives, the full-time remote Customer Care Manager will focus on team development, performance management, and maintaining the health of the omni-channel queue.
Key responsibilities:
Oversee a team of CSRs and Senior CSRs, conducting regular performance management and feedback sessions
Coach team members by providing actionable feedback based on partner interactions
Monitor and adjust staffing and queue health metrics in collaboration with other managers and the Director of Customer Care
Required qualifications:
3+ years of experience managing individual contributors in a customer experience or support environment
Proficiency with customer experience metrics such as TFR, TRES, ASA, and CSAT
Experience in hiring, coaching, and retaining frontline support talent
Familiarity with omni-channel support tools, including chat, email, and video conferencing
Bachelor's degree preferred, but not required
