Customer Care Manager
Role Overview
The Customer Care Manager will play a key role in managing our outsourced customer service team while building and developing an internal customer care team. This role will focus on delivering exceptional customer experiences, enhancing customer satisfaction, and creating proactive strategies to improve retention and engagement for our subscription-based business model.
Key Responsibilities
- Team Management
- Oversee the performance of the outsourced customer care team, ensuring quality and efficiency standards are met.
- Build an internal customer care operation focused on proactive customer engagement and experience.
- Customer Experience
- Develop and implement strategies to improve customer satisfaction and loyalty, particularly for our subscription-based customers.
- Ensure timely and empathetic resolution of customer inquiries, complaints, and feedback.
- Monitor key customer touchpoints to ensure a seamless experience across channels.
- Proactive Engagement
- Create and oversee initiatives for proactive customer outreach, such as subscriber check-ins, retention campaigns, and product education.
- Leverage data to anticipate customer needs and address potential issues before they arise.
- Operational Excellence
- Design and document workflows, processes, and KPIs to maintain high performance and scalability.
- Regularly analyze customer service metrics (CSAT, NPS, first response time, resolution time) and develop action plans to improve outcomes.
- Implement tools and technology to optimize customer care operations.
- Cross-Functional Collaboration
- Act as the voice of the customer within the organization, working closely with marketing, product, and retention teams to ensure alignment with customer needs.
- Provide insights and feedback from customers to inform product improvements and business decisions.
Qualifications
- Experience: 2+ years in customer service management, preferably in ecommerce or a subscription-based business.
- Customer-Centric Mindset: Passion for putting the customer first and enhancing their journey.
- Analytical Skills: Strong ability to analyze data and identify actionable insights to improve processes and performance.
- Tech-Savvy: Familiarity with customer service tools and CRM platforms (e.g., Zendesk, Gorgias, or similar).
- Strong Communication: Excellent written and verbal communication skills with the ability to inspire and motivate teams.
- Problem-Solving: Creative problem-solving skills to address customer needs and operational challenges effectively.
APPLY HERE: https://biocollabs.homerun.co/customer-service-manager/en
