Customer Care Manager

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager. In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

About the role

This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. You will manage team performance, monitor real-time service delivery, coach team members, and partner cross-functionally to continuously improve customer outcomes. The position is eligible for a performance bonus in addition to base salary.

Responsibilities

• Operational Management (Real-Time & Daily Execution)
  • Monitor and manage real-time service operations, including call and chat queues, average speed of answer (ASA), abandon rates, contact volume, and backlog health.
  • Adjust staffing, priorities, and workflows to maintain service level targets.
  • Identify and respond to service disruptions or volume spikes.
  • Ensure consistent adherence to schedules, productivity expectations, and service standards.
• Team Leadership & People Management
  • Directly manage approximately 50% of the Customer Care team.
  • Conduct regular 1:1 meetings, coaching sessions, and performance check-ins.
  • Provide ongoing mentorship, career development, and skill progression support.
  • Foster a positive, accountable, and high-performance team culture.
  • Lead performance reviews (daily, weekly, monthly) and goal setting.
• Performance Management & KPI Ownership
  • Drive team performance across core KPIs: Customer Satisfaction (CSAT), First Contact Resolution (FCR), Quality Assurance (QA) scores, productivity and utilization metrics, abandon rates, and response times.
  • Hold team members accountable to predefined performance thresholds.
  • Use data insights to identify trends, gaps, and opportunities for improvement.
• Coaching & Quality Improvement
  • Partner with the Service Quality team to ensure accurate and consistent evaluation of customer interactions.
  • Identify coaching opportunities and performance trends.
  • Deliver targeted coaching to improve customer experience quality, technical accuracy, problem resolution, communication, and solution-selling behaviors.
  • Track and measure effectiveness of coaching efforts over time.
• Customer Experience & Continuous Improvement
  • Champion a high-quality, consistent customer experience across all interaction channels.
  • Analyze patterns in customer interactions to identify process or product issues.
  • Drive initiatives to improve customer satisfaction, efficiency, time-to-resolution, customer retention, and engagement.
  • Partner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issues.
• Revenue Influence Leadership
  • Reinforce and coach behaviors that drive customer value, including effective discovery, solution recommendations, and identification of expansion opportunities.
  • Support customer adoption and retention.
  • Ensure the team balances customer experience with revenue-generating opportunities.
  • Monitor and improve revenue influence metrics without reliance on quotas.
• Administrative & Operational Responsibilities
  • Ensure accurate documentation, reporting, and KPI tracking.
  • Support workforce planning, scheduling, and capacity management.
  • Participate in hiring, onboarding, and training of new team members.
  • Lead team meetings, communication updates, and organizational initiatives.
  • Complete all responsibilities as outlined in performance plans and assigned projects.

Requirements

• Bachelor’s degree or equivalent experience preferred.
• 5+ years of experience in customer service, technical support, sales, or account management.
• 2+ years of people management or team leadership experience preferred.
• Strong understanding of accounting principles (A/R) with work experience preferred.
• Strong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.).
• Proven ability to coach and develop team members to improve performance.
• Strong analytical skills with ability to interpret KPI data and drive decisions.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferred.
• Familiarity with insurance or property estimating software solutions is a plus.

Skills

• Consistently achieves or exceeds team performance targets across service, quality, and efficiency.
• Demonstrates strong leadership presence and builds a high-performing, engaged team.
• Effectively balances real-time operational management with long-term team development.
• Drives measurable improvements in CSAT, FCR, and service levels.
• Successfully embeds revenue-influencing behaviors without compromising customer experience.
• Creates a culture of accountability, ownership, and continuous improvement.

Role Scope & Structure

• Manages approximately 50% of the Customer Care team.
• Works in partnership with a peer manager to ensure full team coverage.
• Reports to a senior leader responsible for the Customer Care organization.
• Operates in a high-volume, multi-channel support and solutions environment.

About Us

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster. At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, UK, Spain, India, and Poland. We’ve also been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer.

We’re 7,000 people strong, relentlessly and ethically pursuing innovation. Our businesses include:

• Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision.
• Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences.
• Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient.
• Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business.
• Catastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.
• Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement.
• Life Insurance Solutions — offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities.
• Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger.

Benefits

• Health Insurance
• Retirement Plan
• Disability benefits
• Paid Time Off program