Customer Care Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Customer Service Representatives (CSRs) and Senior Customer Service Representatives.

• Conduct weekly one-on-one meetings and manage the complete performance evaluation process.

• Provide coaching to team members by reviewing partner interactions and delivering constructive feedback.

• Take responsibility for the health of the queue within the team's segment of the omni-channel system.

• Daily monitoring of TFR, TRES, ASA, and CSAT metrics.

• Collaborate with the other Customer Care Manager and Director to adjust staffing and queue routing.

• Develop career paths and recognize high-potential team members.

• Work alongside the Director and recruitment team to hire CSRs and Senior CSRs.

• Serve as a cultural ambassador to enhance both partner and employee experiences.

• Partner with Product, Engineering, and the wider CX organization to identify queue trends and improve partner experiences.

• Report directly to the Director of Customer Care.

⛳️ Requirements

• Minimum of 3 years' experience managing individual contributors in a customer experience, support, or contact-center setting.

• Strong understanding of customer experience metrics: TFR, TRES, ASA, and CSAT.

• Proven history of hiring, coaching, and retaining frontline support staff.

• Familiarity with an omni-channel queue that includes chat, email, and Zoom.

• Excellent written communication skills and the ability to provide effective feedback.

• Sound judgment with the capability to make timely decisions that balance partner advocacy with business needs.

• Experience with Intercom, Notion, Slack, and Google Suite.

• Experience in a SaaS or SMB-focused environment is advantageous.

• Direct experience working in a wellness business setting is a bonus.

• A Bachelor's degree is preferred but not mandatory.

• Candidates must have authorization to work in the United States as per the application form.

🏝️ Benefits

• Opportunity for ownership and career advancement.

• Competitive salary package.

• Stock options and equity participation.

• Unlimited Paid Time Off (PTO).

• Comprehensive medical, dental, and vision insurance.

• Reimbursement for fitness classes.

• Parental leave policy.