CS Manager

This is a fully remote position, open to applicants in Alabama, +19 more states.

📋 Description

• Lead, manage, and motivate a team of Client Service Advocates and Team Leads.

• Enhance team performance across metrics such as productivity, attendance, quality, and customer experience.

• Conduct regular one-on-one meetings, establish objectives, and provide coaching.

• Promote continuous learning and facilitate professional growth.

• Inspire and develop team members through accountability, recognition, and constructive performance feedback.

• Advocate for a customer-focused approach and ensure quick and effective resolution of issues.

• Design, implement, and refine client service policies, procedures, and standards.

• Collaborate with cross-functional teams and leadership to meet client needs and enhance service offerings.

• Monitor and measure client service KPIs, including response time, customer satisfaction, and first-touch resolution.

• Create performance reports and feedback mechanisms to identify trends and opportunities for improvement.

• Utilize Domo or similar platforms to track team performance and inform operational decisions.

• Establish collaborative relationships with operations, account management, and leadership.

⛳️ Requirements

• 2–5 years of experience in a customer service management or supervisory capacity.

• Over 2 years of Level II client support or technical support experience with a commercial application.

• Proven ability to lead, mentor, and develop a team in a remote or distributed setting.

• Strong analytical skills and a data-driven approach.

• Experience with Domo or similar data visualization and performance tracking tools.

• Proficiency in the Microsoft Office Suite.

• Familiarity with CRM and ticketing systems such as Salesforce, Zendesk, or equivalent.

• Exceptional written and verbal communication, along with strong interpersonal skills.

• Strong problem-solving abilities with the capability to manage conflicts and drive effective resolutions.

• Highly organized with excellent time management skills, capable of handling competing priorities independently.

• Demonstrated ability to learn and apply new software tools and systems swiftly with minimal supervision.

• Reliable high-speed internet connection; cable or fiber, with a minimum of 75 Mbps download / 10 Mbps upload preferred.

• Dedicated home office space that is free from noise and distractions, with a robust wireless or wired Ethernet connection.

• Must provide a valid physical address; PO Boxes are not accepted.

• Willingness and ability to communicate and collaborate with team members via chat and webcam.

• H-1B Visa Sponsorship is not available for this position.

🏝️ Benefits

• Paid healthcare premiums.

• Paid life insurance premiums.

• Affordable dental insurance.

• Affordable vision insurance.

• Company-covered basic life insurance.

• Company-sponsored Short-Term Disability policy.

• Employee assistance program.

• 401(k) matching up to 4%.

• Paid time off.

• 9 company-paid holidays.

• 2 additional days of paid time off for volunteering activities.

• Opportunities for learning and development.

• Employee Referral Program.