Senior Customer Service Manager (D2C)

Our client is thrilled to welcome a highly motivated Senior Customer Service Manager to their dynamic team. In this pivotal role, you will be at the forefront of shaping their customer experience (CX) strategy, ensuring that their customers remain the heart of everything they do. They are looking for a talented individual who can lead their CX team and collaborate cross-functionally to create exceptional experiences for their valued customers.

Qualifications:

• Minimum of 5 years of experience in customer experience management, overseeing remote BPO teams, and leading a customer service department.
• Proven track record of successfully implementing and managing CX KPI reporting, utilizing data insights to drive improvements in customer experience.
• Strong analytical skills, with experience working with CX platforms and analytics to identify trends and make data-driven decisions.
• Demonstrated ability to lead and manage remote teams, fostering a positive and collaborative work environment.
• Experience in building and maintaining support team schedules and hiring new agents as needed.
• Proficiency in creating and refining Standard Operating Procedures (SOPs) to optimize customer support processes.
• Familiarity with CX platforms like Kustomer, Gorgias, ZenDesk, or similar tools to efficiently handle customer interactions and inquiries.
• Excellent communication skills and the ability to relay marketing and promotional information to the CX team effectively.
• A passion for delivering exceptional customer experiences, with a keen eye for identifying customer pain points and trends in real-time.
• Proven track record of collaborating with cross-functional teams to channel customer feedback into actionable insights and improvements across the organization.
• Bachelor's degree or equivalent practical experience in a relevant field is preferred but not mandatory. They value a combination of hands-on experience and a passion for providing outstanding customer service.

As a company, they are dedicated to building a diverse and inclusive workplace, and they actively encourage all qualified candidates, including women, to apply for this role. They believe that diversity and inclusion are key drivers of innovation and creativity. Join their team, and let's make a positive impact together by creating exceptional experiences that celebrate inclusivity and empower women to thrive in their careers. Apply now to be a part of their extraordinary team that values diversity and excellence in customer service.