Customer Care Manager - (Remote, US)
About the position Responsibilities • Leading, coaching and guiding direct reports on leading practice customer service principles and practical application. • Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk. • Assisting the Head of Global Customer Support and Organizational Risk to develop team level initiatives that will improve efficiency and optimize operations of the Customer Care department. • Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions. • Monitoring operational efficiency of tools, processes and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes. • Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks. • Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved. • Driving high customer satisfaction across all Customer Care channels. Requirements • 5+ years' experience in a Customer Manager role. • Vision and leadership skills to delegate tasks and set clear goals. • Ability to innovate and seek better ways to address customer pain points. • Commercial mindset with attention to detail to drive results that meet commercial goals. • Excellent resource and time management skills. • Strong relationship management skills with core internal partners. • Ability to learn quickly and adapt to new challenges. • Practices attentive and active listening skills. • Team player who encourages collaboration and can solve problems effectively. • Strong planning and delivery skills to scope out tasks and deliver projects on time. Nice-to-haves • Experience in the beauty and salon industry. • Familiarity with SaaS solutions and customer engagement applications. Benefits • Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid. • Continued investment in your professional development through Udemy. • Robust health and wellness benefits, including an annual wellness stipend. • 401k with up to a 4% match and immediate vesting. • Flexible and generous (FTO) time-off. • Employee Stock Purchase Program. • Student Loan Repayment Program. Apply tot his job