Senior Customer Care Manager

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

📋 Description

• Lead the comprehensive management of customer inquiries, ensuring prompt and precise responses in alignment with service level agreements (SLAs).

• Supervise and assist Level 1 (L1) customer support teams, offering guidance on intricate customer issues and case management.

• Handle escalated non-technical customer inquiries, which include billing disputes, contract-related questions, reporting requests, inventory inquiries, and compliance matters.

• Facilitate resolution efforts among Finance, Legal, Sales, Operations, and other internal teams while ensuring clear communication with customers.

• Provide training and support for the customer portal, which encompasses migration issue triage, incident management, user access administration, and resolution of data-related issues.

• Manage customer novations to guarantee seamless transitions of contracts, services, billing ownership, and associated documentation.

• Establish and sustain robust relationships with customer stakeholders across technical, financial, and operational areas.

• Conduct service reviews and engage in discussions with customers regarding billing, reporting, service performance, and overall customer experience.

• Monitor and report on customer service metrics, escalation trends, and resolution performance while identifying areas for enhancement.

• Spearhead continuous improvement initiatives aimed at elevating customer experience, boosting operational efficiency, and expanding customer self-service capabilities.

⛳️ Requirements

• High school diploma or equivalent is required; a bachelor's degree in Business, Communications, or a related field is preferred.

• A minimum of 3 years of experience in customer service, customer support, customer success, or a similar customer-facing role.

• Previous experience in leading, mentoring, or supporting teams within a customer service environment is preferred.

• Ability to effectively collaborate with cross-functional teams, including Operations, Sales, Finance, Implementation Services, and other business functions.

• Strong problem-solving and analytical capabilities with the ability to simplify complex issues and identify underlying causes.

• Excellent verbal and written communication skills, capable of engaging stakeholders at all levels and providing clear, professional updates.

• Strong organizational skills with the ability to juggle multiple priorities, escalations, and customer commitments simultaneously.

• A customer-focused mindset that embodies a passion for service excellence and achieving positive customer outcomes.

• A self-motivated and adaptable professional who can work independently, maintain confidentiality, and exercise sound judgment.

• Proven ability to influence and build relationships in a matrixed environment while demonstrating collaboration, accountability, inclusivity, and a results-driven approach.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life and AD&D insurance

• 401k match

• Disability benefits

• Wellness and education benefits

• Employee stock purchase plan

• Paid time off

• Holidays

• More