Customer Service Manager  

What you will do:

We’re looking for a Customer Service Manager to lead a team of customer service agents. Your goal will be to provide personalized and outstanding customer service by supporting the customer service team, developing efficient customer service processes, and setting goals that are in line with the company vision.

What you need to succeed:

To succeed in the role, you will need proven experience working in a customer service position, demonstrated leadership and organizational skills, excellent writing, and the ability to make customers and team members feel heard and cared for. Most importantly, you need to be the type of person who gets excited about the prospect of talking to people every day and finding ways to help others.

How you will make an impact:

• Supervise the daily operations of the customer service department
• Answer customer emails and chat inquiries via Intercom, and do so with a personal touch
• Assist customer service agents with more challenging customer inquiries
• Use the human-centric approach when providing solutions to customers
• Identify and implement solutions to make the customer service processes more efficient
• Develop customer service goals that mirror the company’s goals and coordinate with the team to meet the goals month after month
• Work with leadership to develop a customer loyalty program
• Write up customer service canned responses to common customer concerns
• Document all customer service processes
• Assess and analyze helpdesk statistics and prepare detailed reports for leadership
• Train and onboard new customer service agents
• Conduct regular calls with the agents to check in on their performance and well-being
• Create performance improvement plans for agents who did not meet the set performance metrics
• Develop performance metrics for the team to drive productivity and motivation
• Stay informed on the latest customer service industry trends and methods.

Must-haves:

• A minimum of 5 years experience in a customer service position
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Willingness to work the graveyard shift
• Adaptable to changing schedules, as required by leadership and the team.

Good-to-haves:

• Experience working in a remote setting
• Experience working for a startup company
• An exceptional academic background
• At least 2 years’ proven experience in a customer service management role or a leadership role
• Experience using Intercom, Slack, Google Meets.​​​​​​