Full-Time Customer Success Team Manager
Penbrothers is hiring a remote Full-Time Customer Success Team Manager. The career level for this job opening is Manager and is accepting Philippines based applicants remotely. Read complete job description before applying.
Penbrothers
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About the Role
Our client is seeking an experienced and visionary Customer Success Team Manager to lead and inspire a high-performing customer support team. You'll play an instrumental role in ensuring our clients receive unparalleled support. You will be responsible for driving key performance metrics, fostering a customer-centric culture, and enhancing overall customer satisfaction.
What you’ll do
- Lead, mentor, and motivate a high-performing team.
- Cultivate a culture of continuous improvement and collaboration.
- Conduct regular performance reviews and develop development plans.
- Partner with client leadership to identify training needs.
- Serve as the point of contact for client escalations.
Operational Excellence
- Oversee SLA compliance.
- Streamline case management.
- Develop specialized teams for complex cases.
- Proactively address ticket volume and backlog.
- Drive improvements in AHT, balancing speed with quality.
Customer Satisfaction
- Champion initiatives to enhance FCR rates.
- Analyze and improve CSAT scores.
Data-Driven Decision Making
- Regularly analyze key performance metrics (SLA, ticket backlog, FCR, CSAT, AHT).
- Prepare and present insightful reports to leadership.
Cross-Functional Collaboration
- Build strong relationships with other departments.
- Actively gather and communicate customer feedback.
What You Bring
- At least 5 years of successful experience in a customer service leadership role.
- Strong understanding of customer service metrics.
- Excellent communication and interpersonal skills.
- Strong analytical mindset.
- Passionate about customer advocacy.