Customer Service Manager

We are seeking an experienced Customer Service Manager to lead our customer service team. The ideal candidate will have a proven track record in managing remote teams, implementing and monitoring KPIs, conducting performance reviews, and developing and maintaining Standard Operating Procedures (SOPs). The Customer Service Manager will play a crucial role in ensuring the highest level of customer satisfaction for our luxury transportation services. Responsibilities: Team Leadership:

• Lead and manage a remote customer service team to ensure exceptional service delivery
• Foster a positive and collaborative team culture, providing guidance and support as needed
• Conduct regular team meetings to communicate updates, goals, and performance expectations

Performance Management:

• Establish and monitor Key Performance Indicators (KPIs) for the customer service team
• Conduct regular performance reviews, offering constructive feedback and recognition for achievements
• Implement strategies to improve team performance and individual growth

SOP Development:

• Develop and maintain comprehensive Standard Operating Procedures (SOPs) for the customer service department
• Ensure team adherence to SOPs to maintain consistent service quality

Technology Proficiency:

• Proficient in ASANA for task management and team collaboration
• Familiarity with Santa Cruz, Oddessy CRM, and Voyager Software is a plus

Customer Relations:

• Resolve escalated customer issues promptly and effectively
• Collaborate with other departments to address customer concerns and improve overall service

Process Optimization:

• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Work cross-functionally to streamline communication and coordination between departments

Requirements

• Minimum of 5 years of experience in a Team Leader/Managerial role
• Proven experience in managing remote teams
• Strong proficiency in ASANA; familiarity with Santa Cruz, Oddessy CRM, and Voyager Software is desirable
• Ability to create, implement, and optimize Standard Operating Procedures (SOPs)
• Excellent leadership, communication, and problem-solving skills

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently
• Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client's business needs and any specific policies or preferences they may have in this regard

Salary: $1000 - $1300 USD/month Schedule: TBD

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

Customer Support Supervisor (Chat/Phone)

Sr. Manager of Outsourcing Partnership for Customer Service