Full-Time Customer Care Manager - Remote

Customer Care Manager leads a dynamic team focused on creating exceptional customer experiences.

Responsibilities include:

• Managing day-to-day operations of the Central Support team.
• Directing 10-15 Customer Liaisons, Specialists, and Team Leads.
• Ensuring business goals are met and departmental KPIs are achieved (lead management, complaints, quality, team NPS, call center metrics).
• Managing workforce, forecasting volume, and distributing staff to meet service level goals.
• Working with market leaders to ensure performance KPI’s are met and service agreement standards are adhered to.
• Providing market support by preparing performance reports, analyzing data and trends, conducting monthly and quarterly market business reviews.
• Partnering with Customer Success in developing SOPs and training for the Central Support team and Call Center business partner.
• Conducting team member assessments, performance reviews, and coaching.
• Driving cultural improvements, training, mentorship, hiring, and onboarding activities.
• Managing performance, schedules, and rosters, reporting, and payroll.
• Managing the Quality Assurance program and providing support to the Quality Assurance Team Lead.
• Auditing transactions and providing coaching and feedback to internal and external teams.

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