Assistant Manager, Customer Care

Job Summary

Supporting daily operations in a remote capacity, the full-time Assistant Manager, Customer Care will oversee a team of supervisors, ensuring high-quality service across all contact channels while monitoring performance, coaching staff, and implementing best practices for customer satisfaction.

Key responsibilities

• Implements process improvements to enhance workflow efficiency and team performance
• Analyzes KPI dashboards to identify trends and areas for improvement, initiating corrective actions as necessary
• Coaches and develops Supervisors on leadership practices to build consistent performance and support professional growth

Required qualifications

• 2+ years of management experience in a customer service environment
• 5+ years of customer service experience across phone, email, and chat channels
• Proficiency in MS Office (Word and Excel) and Google Workspace
• Familiarity with AI productivity tools such as Claude, ChatGPT, or Microsoft Copilot
• High School Diploma or equivalent