Customer Care Manager

Responsibilities

• Lead strategic development and implementation of a global customer care organization, including incorporation of AI-based tools to streamline support operations
• Manage and oversee customer care team both domestically and globally
• Develop and implement customer service policies, procedures, and standards
• Monitor and analyze customer feedback and develop plans to improve customer experience
• Liaise with other departments to ensure customer needs are met
• Lead development of customer care staff with focus on effective communication and problem-solving techniques with customers
• Cook with and coordinate with vendors and suppliers to ensure timely and quality delivery of goods and services
• Develop and maintain relationships with key customers
• Prepare regular reports on customer satisfaction, service delivery, and team performance
• Review and respond to customer complaints and escalate issues as needed
• Stay up to date with industry trends and incorporate best practices into customer service operations.

Requirements

• Bachelor’s degree in Business Management or related field- required
• 5+ years of experience in the customer support industry, including 3+ years in a manager role -required
• Excellent communication skills- required
• Familiar with customer service software including analyzing data and providing reports.
• Strong leadership skills and the ability to manage and motivate a team in on-site and remote environments- required
• Strong relationship building and interpersonal skills, with the ability to effectively problem-solve
• Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company
• High Proficiency with Salesforce.com or other CRM software, Microsoft Office, Excel, Word, Access, and Outlook
• Travel as required for customer meetings
• IOT and/or Transportation industry experience preferred

Benefits

Not specified

Schedule

Not specified

Pay

Not specified