Customer Care Manager - (Remote, US)

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About the position

Responsibilities

  • Leading, coaching and guiding direct reports on leading practice customer service principles and practical application.
  • Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk.
  • Assisting the Head of Global Customer Support and Organizational Risk to develop team level initiatives that will improve efficiency and optimize operations of the Customer Care department.
  • Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions.
  • Monitoring operational efficiency of tools, processes and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes.
  • Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks.
  • Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved.
  • Driving high customer satisfaction across all Customer Care channels.

Requirements

  • 5+ years' experience in a Customer Manager role.
  • Vision and leadership skills to delegate tasks and set clear goals.
  • Ability to innovate and seek better ways to address customer pain points.
  • Commercial mindset with attention to detail to drive results that meet commercial goals.
  • Excellent resource and time management skills.
  • Strong relationship management skills with core internal partners.
  • Ability to learn quickly and adapt to new challenges.
  • Practices attentive and active listening skills.
  • Team player who encourages collaboration and can solve problems effectively.
  • Strong planning and delivery skills to scope out tasks and deliver projects on time.

Nice-to-haves

  • Experience in the beauty and salon industry.
  • Familiarity with SaaS solutions and customer engagement applications.

Benefits

  • Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid.
  • Continued investment in your professional development through Udemy.
  • Robust health and wellness benefits, including an annual wellness stipend.
  • 401k with up to a 4% match and immediate vesting.
  • Flexible and generous (FTO) time-off.
  • Employee Stock Purchase Program.
  • Student Loan Repayment Program.
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