Customer Care Manager – Call Center Operations

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

📋 Description

• Oversee daily operations across phone queues, live chat, and action-item workflows

• Track queue performance, workload, attendance, and adherence

• Utilize downtime effectively to accomplish action items

• Assist in recovery strategies during call surges and operational challenges

• Lead and nurture the Care Team along with frontline team members

• Facilitate regular one-on-one meetings and offer performance feedback

• Collaborate with the Care Team Lead to uphold efficient QA and training protocols

• Manage Access operations and aid in reputation management

• Leverage performance metrics to uncover trends and opportunities for improvement

⛳️ Requirements

• 5+ years of experience in customer support, customer care, or contact center operations

• Demonstrated experience in leading queue-based operations

• Experience in managing distributed or remote teams

• Strong skills in coaching, accountability, and documentation

• Ability to collaborate effectively with HR on sensitive personnel matters

• Experience in managing multi-channel support

• Strong analytical abilities

• Excellent written and verbal communication skills in English

• Capable of working effectively in a fast-paced environment

• Authorized to work in the United States

🏝️ Benefits

• People-centric culture

• Opportunities for career advancement and professional development

• Programs for performance feedback and recognition