Customer Care Manager
Job Summary
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
Complete Job Description
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