Customer Care Manager

We are looking for a Customer Care Manager to be responsible for leading SkyBitz efforts to ensure seamless post-sale experience for customers utilizing our solutions.  The Customer Care Manager plays a crucial role in ensuring customer satisfaction and loyalty by overseeing all aspects of customer support operations globally.

The ideal candidate will have exceptional communication, management and interpersonal skills, attention to detail, and critical thinking skills, along with a strong work ethic. We are looking for a highly motivated individual who will thrive in a dynamic team environment and is passionate about customers and can drive the evolution of our customer care model.

Responsibilities:

• Lead strategic development and implementation of a global customer care organization, including incorporation of AI-based tools to streamline support operations


• Manage and oversee customer care team both domestic and globally


• Develop and implement customer service policies, procedures, and standards


• Monitor and analyze customer feedback and develop plans to improve customer experience


• Liaise with other departments to ensure customer needs are met


• Lead development of customer care staff with focus on effective communication and problem-solving techniques with customers


• Coordinate with vendors and suppliers to ensure timely and quality delivery of goods and services


• Develop and maintain relationships with key customers


• Prepare regular reports on customer satisfaction, service delivery, and team performance


• Review and respond to customer complaints and escalate issues as needed


• Stay up to date with industry trends and incorporate best practices into customer service operations.


• Other duties as assigned

Requirements:

• Bachelor’s degree in Business Management or related field- required


• 5+ years of experience in the customer support industry, including 3+ years in a manager role -required


• Excellent communication skills- required


• Familiar with customer service software including analyzing data and providing reports.


• Strong leadership skills and the ability to manage and motivate a team in on-site and remote environments- required


• Strong relationship building and interpersonal skills, with the ability to effectively problem-solve


• Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company


• High Proficiency with Salesforce.com or other CRM software, Microsoft Office, Excel, Word, Access, and Outlook


• Travel as required for customer meetings


• IOT and/or Transportation industry experience preferred