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Customer Care Manager

2 months ago

Myrtle Point, Oregon, United States Classy Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Manager to lead our internal Customer Care team and manage our offshore partner as they handle front-line customer contacts. As a key member of our team, you will play a critical role in helping non-profits across the country achieve their goals through product education, technical assistance, and spirited encouragement.

Key Responsibilities
  • Oversee all channels of customer support, ensuring timely and effective resolution of customer inquiries and issues.
  • Build and lead a high-performing service team that delivers operational excellence by providing timely support and direction to our internal Care team and to our Tier 1 BPO operations team, and external customers.
  • Ensure the team is fully optimized by managing day-to-day tasks (timekeeping, PTO) utilizing Care KPIs to drive maximum impact and generate value.
  • A people-first leader - drive employee career development within Care and beyond, setting your people up for long-term success and growth.
  • Work alongside our Quality Associate Manager and provide ongoing coaching addressing all channels as well as delivering new process and procedures when needed.
  • Serve as an escalation point for your direct reports, our vendor partners, and internal Classy organization, acting as a product and process expert for customer care.
  • Work with the Director, Product Support, and wider CX organization to optimize the customer journey across all touchpoints through the provision of weekly reports to other CX leaders showcasing trends within the channels and taking action cross-functionally to drive CX enhancements.
  • Proactively seek solutions to improve operational efficiency and quality by working with product, operation, and policy teams.
Requirements
  • 3+ years of experience managing a customer-facing team with both in-house and offshore experience.
  • Exceptional oral and written communication skills. Communicates respectfully, clearly, and with decisiveness, especially under challenging circumstances.
  • World-class change management skills. Thrive in a world where you'll balance team needs, changing priorities, and new ideas.
  • Strong emotional intelligence. You can read your team, empathize with their unique challenges, and adapt to foster world-class experiences.
  • Extremely process-oriented. You're resourceful when a process or an answer doesn't exist and seek to evolve the way Classy Care operates.
  • Willing to take risks. You thrive in highly-matrixed environments that often involve taking risks that may succeed or may fail, but know that learning from those failures is what will push the team forward.
  • Mission-driven mindset. You want a job with purpose and serve a team whose mission it is to drive the success of our customers.
  • Lead by example. Your poise, attitude, and tenacity are front and center, and the team will follow your lead.
  • Dream big and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious.
  • Proactively uncover opportunities. You can identify trends, investigate anomalies, and present recommendations to the rest of the leadership team and your cross-functional partners.
Preferred Qualifications
  • Experience working in SaaS. If you already have a deep understanding of the unique challenges Customer Care teams in SaaS face, we want to hear from you.