Customer Care Manager

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager.

In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes.

This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution.

A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.

Position is eligible for a performance bonus, in addition to base salary.

Operational Management (Real-Time & Daily Execution)


* Monitor and manage real-time service operations, including:
+ Call and chat queues
+ Average speed of answer (ASA)
+ Abandon rates
+ Contact volume and backlog health


* Adjust staffing, priorities, and workflows to maintain service level targets


* Identify and respond to service disruptions or volume spikes


* Ensure consistent adherence to schedules, productivity expectations, and service standards

Team Leadership & People Management


* Directly manage approximately 50% of the Customer Care team


* Conduct regular 1:1 meetings, coaching sessions, and performance check-ins


* Provide ongoing mentorship, career development, and skill progression support


* Foster a positive, accountable, and high-performance team culture


* Lead performance reviews (daily, weekly, monthly) and goal setting

Performance Management & KPI Ownership


* Drive team performance across core KPIs, including:
+ Customer Satisfaction (CSAT)
+ First Contact Resolution (FCR)
+ Quality Assurance (QA) scores
+ Productivity and utilization metrics
+ Abandon rates and response times
+ Revenue influence and customer growth behaviors


* Hold team members accountable to predefined performance thresholds


* Use data insights to identify trends, gaps, and opportunities for improvement

Coaching & Quality Improvement


* Partner with the Service Quality team to:
+ Ensure accurate and consistent evaluation of customer interactions
+ Identify coaching opportunities and performance trends


* Deliver targeted coaching to improve:
+ Customer experience quality
+ Technical accuracy and problem resolution
+ Communication and solution-selling behaviors


* Track and measure effectiveness of coaching efforts over time

Customer Experience & Continuous Improvement


* Champion a high-quality...