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Role Description

As a Customer Care Manager for Confidential Company, you will be responsible for leading engaged teams and improving operational efficiencies on our Care Team. The ideal candidate will have a customer-first mindset and lead in a goal-oriented, inspiring way by lifting others up and providing constructive feedback to help them be their best.

• Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company
• Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member
• Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics
• Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement
• Document SOPs for new and existing processes
• Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations
• Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage
• Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives
• Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling
• Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy
• Assist the department director with additional tasks and responsibilities, delegated on as-needed basis

KPIs

• Customer Satisfaction (CSAT) – Monitor, analyze, and implement coaching strategies to improve customer feedback scores
• Call/Contact Quality – Establish quality standards, conduct evaluations, and provide feedback to enhance service delivery
• Agent Adherence – Track schedule compliance and identify root causes of deviations to maintain staffing levels
• Average Handle Time (AHT) – Balance efficiency with quality; work with agents to optimize call resolution without sacrificing service standards
• First Contact Resolution (FCR) – Reduce repeat contacts through process improvements and training
• Team Productivity & Attendance – Monitor agent KPIs, coach underperformers, and recognize high performers
• Operational Metrics – Track abandon rate, speed to answer, and service levels to ensure targets are met
• Conversion Metrics – Track and drive sales performance indicators as defined by the department

Qualifications

• 5+ years of management experience
• 2+ years of managing a fully remote workforce
• Experience in a DTC or e-commerce environment
• High level of adaptability when it comes to shifting goals, along with a willingness to jump into issues and solve them both strategically and tactically
• Adept at mentoring and coaching diverse group of people
• Project management skills and a high level of proficiency with multiple forms of technology
• Outstanding oral and written communication and presentation skills
• Experience with contact center platforms (e.g., Gladly, Zendesk, Gorgias, or similar CRM/helpdesk tools)
• Familiarity with workforce management software for scheduling and forecasting
• Experience working with QA platforms (e.g., QEval, MaestroQA, or similar)
• Comfort working with data and building basic reports/dashboards to surface insights (Excel, Looker, etc.)
• Proven ability to manage a team of 10+ agents, including hiring, performance management, and separations
• Experience owning onboarding and L&D programs end-to-end, not just contributing to them

Nice-to-Haves

• Exposure to fraud and chargeback workflows
• Experience leading teams in a remote setting
• Comfort utilizing AI platforms to improve team efficiency and workflows (e.g., ChatGPT, Claude, etc.)
• Experience in a high-growth or startup environment where processes are still being built

Benefits

• Competitive compensation
• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance (employee-sponsored)
• 401(k) Retirement Plan
• 100% Remote
• Generous paid time off and 6 paid holidays
• Employee discount