Customer Care Escalations Manager

Job Summary

A company is looking for a Manager II, Customer Care - Escalations.

Key Responsibilities

• Direct and oversee customer service policies, objectives, and initiatives
• Conduct 1-1s with direct reports to develop employees and manage escalated customer issues
• Establish service level standards and policies to ensure high-quality customer service delivery

Required Qualifications

• 3-5 years of experience in performance management and coaching
• 4+ years of experience focused on customer satisfaction and experience
• Ability to operate independently and manage competing priorities
• Experience in solving complex customer issues with urgency and professionalism
• Ability to work collaboratively in a cross-functional team environment