Customer Care Manager

POSITION SUMMARY:

The Customer Care Manager is a key leadership role responsible for overseeing the strategy, performance, and daily operations of the Customer Care department. This position leads a team of customer care representatives, ensures exceptional service delivery, and drives initiatives that enhance the overall customer experience. The Customer Care Manager plays a critical role in improving customer satisfaction, strengthening cross-functional collaboration, and supporting the company's continued growth and success.

ESSENTIAL JOB FUNCTIONS:

• Lead, coach, and develop the Customer Care team, fostering a high-performance and customer-centric culture.
• Oversee all customer inquiries, concerns, and escalations, ensuring timely and effective resolution.
• Establish performance standards and key metrics; monitor results and provide ongoing coaching to drive accountability and improvement.
• Identify and implement process enhancements to improve efficiency, service quality, and the overall customer experience.
• Monitor customer interactions to ensure consistency, professionalism, and compliance with company policies and standards.
• Manage and resolve complex or escalated customer issues with sound judgment and professionalism.
• Analyze customer feedback, trends, and performance data to inform strategic decisions and operational improvements.
• Prepare and present regular reports on departmental performance and customer care metrics to leadership.
• Develop and maintain comprehensive training programs and resources to strengthen team skills and service standards.
• Partner with other departments to address recurring concerns, streamline workflows, and enhance the end-to-end customer journey.
• Drive continuous improvement initiatives that elevate customer satisfaction and retention.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• High School Diploma or equivalent required; associate or bachelor's degree in business or a related field preferred.
• Strong knowledge of customer service principles, performance metrics, and best practices.
• Demonstrated leadership experience with the ability to motivate, develop, and hold team members accountable.
• Strong analytical and problem-solving abilities with sound decision-making skills.
• Excellent verbal and written communication skills.
• High level of professionalism, empathy, and emotional intelligence.
• Experience with CRM systems and customer service platforms.
• Ability to collaborate effectively across departments and influence outcomes.
• Strong organizational and time-management skills in a fast-paced environment.
• Detail-oriented with a commitment to accurate documentation and recordkeeping.
• Adaptable and responsive to evolving business and customer needs.
• Skilled in conflict resolution and complaint management.

NOTICE:

The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform additional job-related duties as assigned. Work schedules may extend beyond standard business hours based on workload or seasonal demands. This job description may be modified at any time at the discretion of management.