Customer Service Manager

4 weeks ago


San Leandro, California, United States Wine Full time
Job Title: Customer Service Manager

At Wine, we're passionate about using technology to offer the world of wine at your fingertips. We're seeking a highly skilled Customer Service Manager to join our team and lead our customer experience efforts.

Key Responsibilities:
  • Performance Management: Monitor and track key performance metrics, create and maintain a consistent performance guideline system, and partner with HR to create a robust performance management plan.
  • Staffing: Inform the staffing plan based on business needs, lead and partner with HR on the team's recruiting, hiring, and onboarding needs, and design a best-in-class onboarding, training, and offboarding process.
  • Communication: Compose a weekly CS & Recs newsletter, communicate business performance and company updates in quarterly team meetings, and foster a high-performing team culture.
  • Team Culture: Actively create and foster a high-performing team culture, develop engagement activities for the team, build strong working relationships, and maintain morale across a remote team.
  • General: Train and inform the team about the latest updates, products, and services offered by Wine, create, update, and review all KB articles with the team, and serve as the voice of the customer internally.
Qualifications:
  • Education: Bachelor's Degree in Business, Management, or related field, or HS Diploma plus 8 years of customer service experience.
  • Experience: 1-2 years of management experience, ideally in the customer service space, with excellent written and verbal communication skills, ability to provide and inspire exceptional customer service, and strong data literacy.
  • Skills: Proficient in Microsoft Office products and Excel, positive, energetic, engaged approach to work, and strong project management skills.

We're an innovative company that's passionate about promoting the wine lifestyle through technology. If you're a strategic thinker with a strong customer focus, we'd love to hear from you.



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