Customer Care Excellence Manager

We’re seeking a Customer Care Excellence Manager to join our Customer Success, Care, and Data team. You might be the right person if you are enthusiastic about supporting our customers and promoting growth through customer experience.

Key Responsibilities

• Monitor Customer Care performance on a daily basis by performing regular audits of all current channels (phone, chat, email)
• Analyze customer feedback and performance metrics to identify areas for improvement
• Manage escalated customer issues and track trends to identify systemic issues and opportunities for process improvement
• Contribute, maintain and optimize the foundation of fundamental quality check processes
• Identify agent training needs and maintain the Customer Care training curriculum

What will make you stand out?

• You have experience working with outsourced Customer Care teams
• You are a relentless problem solver and are good at breaking problems down and bringing forward actionable solutions
• You have a data-driven approach to identifying improvement opportunities
• Familiarity with customer service tools
• Experience in people management

What will make you successful?

• Enthusiastic about inspiring people and making them succeed
• Solution-oriented mindset and a structured approach to work
• You work well in a fast-paced environment, we are growing by the hour and you are someone who can cope with constant change
• Fluency in English is necessary