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Customer Service Manager

2 months ago

Atlanta, Georgia, United States The Ladders Full time
Why Join The Ladders?

The Ladders is dedicated to providing exceptional solutions for professionals seeking to elevate their careers. We believe in creating environments that foster creativity, collaboration, and trust among our clients and team members.

Our mission is to enhance the professional journey for individuals, striving for excellence in every aspect of our work. Joining The Ladders means being part of a larger vision to redefine career advancement in the modern world. Our success enables us to support initiatives that align with our core values, contributing to a more equitable and prosperous future for all.

The Customer Service Manager plays a pivotal role in leading our client support team, ensuring that we meet the needs of our users effectively. This position is responsible for overseeing the implementation of customer service strategies and policies, driving initiatives that enhance the overall client experience. The individual will utilize their extensive experience to achieve organizational goals while fostering a culture of service excellence.

Key Responsibilities
  • Evaluate market trends and customer feedback to adapt our service offerings and maintain a competitive advantage.
  • Support the professional development of team members through coaching and performance management.
  • Collaborate with various internal departments to ensure seamless service delivery.
  • Manage complex customer inquiries and resolve issues efficiently.
  • Lead a diverse team of customer service professionals, promoting a high standard of service.
  • Participate in budget planning and resource allocation to optimize service operations.
  • Engage in special projects aimed at enhancing departmental growth and effectiveness.
  • Monitor team performance through quality assessments and provide constructive feedback.
  • Act as a representative of The Ladders in client meetings, addressing specific needs and concerns.
  • Undertake additional responsibilities as required to meet business objectives.
Qualifications

To excel in this role, candidates should possess the following qualifications:
  • Bachelor's degree in business or a related field, or equivalent experience.
  • A minimum of five years in a leadership role within customer service.
  • Demonstrated ability to connect customer satisfaction with business outcomes.
  • Strong knowledge of industry best practices and customer service methodologies.
  • Exceptional project management and organizational skills.
  • Excellent communication and interpersonal abilities, with a focus on conflict resolution.
  • Proven track record of developing and leading high-performing teams.
  • Familiarity with customer relationship management tools and technologies.
  • Strong analytical and problem-solving skills.
  • Ability to adapt to changing business needs and maintain a positive corporate image.
Physical Requirements

The physical demands of this position are representative of those necessary to perform the essential functions. Reasonable accommodations may be made for individuals with disabilities.

Who We Are Looking For

At The Ladders, we embrace diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and experiences.

We are an equal opportunity employer and comply with all applicable laws regarding employment practices.