Customer Service Manager (CSM)

Fun meets innovation and corporate norms take a backseat! We?re not your typical office drones, and we don?t believe in stuffy meetings or lifeless spreadsheets. Here, we break away from the cookie-cutter corporate culture to create something truly unique. Think of us as a group of creative rebels on a mission to do things differently.

We're all about bringing joy to work, collaborating in new ways, and tackling challenges with a sense of playfulness and curiosity. Our team thrives on fresh ideas, open communication, and a no-ego approach to getting things done. Whether it?s brainstorming in a hammock, solving problems with a game, or celebrating wins (big or small) with spontaneous dance parties, we believe that a fun, relaxed environment sparks the best kind of creativity.

So, if you're looking for a place where innovation isn?t a buzzword and fun isn?t an afterthought?welcome home. We?re rewriting the rules and proving that work can be both meaningful and enjoyable.

Job Summary:

In this role, you will be responsible for leading and continuously enhancing our customer and partner experience across global contact centers. As the Customer Service Manager, you'll leverage innovative methodologies, process improvements, and data insights to drive best-in-class service, while fostering a collaborative and positive work environment. You will oversee contact center functions, focusing on operational excellence and delivering world-class customer satisfaction.

Supervisory Responsibilities:

Yes

Duties/Responsibilities: ? Set clear goals, coach, and develop team members to maximize engagement and performance. ? Foster a positive, team-oriented work environment to boost motivation and collaboration. ? Guide the team in handli8ng escalations and resolving complex customer issues. ? Monitor interactions to ensure quality and consistency across all channels. ? Lead projects to identify and eliminate customer pain points, improving overall experience. ? Collaborate with the training team to develop and deliver effective training programs. ? Utilize customer feedback to inform decisions and enhance service quality. ? Track and analyze KPIs such as response and resolution times, ensuring continuous improvement. ? Manage team schedules to ensure optimal coverage, especially during peak hours. ? Communicate departmental goals, performance expectations, and updates to the team.

Education and Experience:
? High School Diploma with 5-7 years of experience in customer service management; Bachelor?s degree preferred.
? 5+ years in contact center leadership, ideally in an outsourced environment.
? Proven experience in project management and process optimizations.
? Background in training and developing high-performing customer service teams.

Required Skills/Abilities:
? Strong leadership and team-building skills to inspire and drive performance.
? Excellent project management and organizational skills for handling multiple initiatives.
? Proficient in using customer insights and data analytics to inform strategic improvements.
? Effective communication and collaboration skills to work cross-functionally.
? Ability to adapt in a fast-paced environment and manage change directly.
? Experience with customer service platforms and process efficiency tools.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Schedule:
? 10 hour shift
? 8 hour shift

Experience:
? Customer Service Managment: 5 years (Required)
? Sales: 1 year (Preferred)

Work Location: Remote

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