Customer Care Manager - Remote Work

? *Job Title:** Customer Care Manager - Remote Work
? *Company:** Franklin Resources
? *Location:** San Francisco, California, US...
? *Job Type:** Part-Time
? *Seniority Level:** Mid-to-Senior Level
? *Years of Experience:** 7+

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? *Job Description:**

Franklin Resources is seeking an experienced and passionate **Customer Care Manager** to join our dynamic team on a part-time basis. This role is designed for proactive individuals who are eager to lead our customer support efforts and contribute to a high-quality customer experience across our services. As a key player in the organization, the Customer Care Manager will assume a leadership role in managing our customer care initiatives, fostering an environment of collaboration and continuous improvement. ? *Key Responsibilities:**

1. **Leadership & Team Management:**
• Lead, mentor, and motivate a global team of customer care representatives to deliver exceptional service by fostering a culture of accountability, empathy, and empowerment.
• Conduct regular training sessions to enhance team skills and ensure alignment with company goals and customer expectations.

2. **Customer Experience Strategy:**
• Develop and implement customer care strategies and initiatives to elevate the customer experience and meet organizational objectives.
• Analyze customer feedback and performance metrics to identify areas for improvement and implement necessary changes in service delivery.

3. **Performance Monitoring & Reporting:**
• Oversee the management of customer inquiries through various channels (phone, email, chat) and ensure timely and efficient resolution.
• Monitor key performance indicators (KPIs) related to customer satisfaction and team performance, providing regular reports to senior management.

4. **Cross-Functional Collaboration:**
• Collaborate with product, marketing, and sales teams to understand customer needs and address any product-related issues or concerns.
• Engage in cross-departmental projects to enhance operational efficiencies and improve customer touchpoints.

5. **Escalation Management:**
• Handle complex customer inquiries and escalate issues to upper management as necessary, ensuring high-level customer satisfaction.
• Develop solutions to frequent customer challenges and implement best practices across the team.

6. **Continuous Improvement:**
• Initiate and manage continuous improvement projects, using critical thinking and problem-solving skills to implement effective solutions.
• Stay updated on industry trends and competitor activities to ensure our customer care offerings remain competitive and relevant.
? *Requirements:**

• **Experience:** Minimum of 7 years of experience in customer service management, with a strong background in leading customer care teams in a remote environment.

• **Education:** Bachelor's degree in a relevant field; advanced training or certifications in customer service management is a plus.

• **Technical Skills:** Proficient in customer management systems and CRM software; strong MS Office skills.

• **Personality Traits:**
• Passionate about delivering exceptional customer service and improving customer experiences.
• Confident in decision-making and leading a diverse team in a remote setting.

• **Soft Skills:**
• Strong persuasion skills with the ability to influence and inspire others toward a common goal.
• Excellent critical thinking capabilities, with a focus on problem-solving and analysis.

• **Communication Skills:** Exceptional verbal and written communication skills, with the ability to communicate clearly and effectively with team members and customers around the globe.
? *Benefits:**

• Access to comprehensive training and professional development programs.
• Generous parental leave policy.
• Inclusion in a gym membership program that promotes health and wellness.
? *Working Environment:**

At Franklin Resources, you will collaborate with colleagues from around the world in a supportive and flexible remote work environment. Our commitment to fostering a global village mentality encourages diversity of thought and inclusivity in our workplace.
? *Deadline to Apply:** September 28, 2024
? *Equal Opportunity Statement:**

Franklin Resources is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other status protected by law.

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Join us in delivering excellence to our customers while growing your career in a vibrant and collaborative environment. We look forward to receiving your application!

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