Founded in 2000 and headquartered in Waltham, Massachusetts, NWN Corporation is a provider of AI-powered managed services, specializing in cloud communications,
Customer Care Manager
Location
United States
Posted
8 days ago
Salary
$90K - $110K / year
Seniority
Senior
Job Description
Job Requirements
- 3+ years’ experience managing and developing customer support or service teams, including remote and offshore resources
- Bachelor’s Degree required, bonus if you have a Master’s in Business, Data Analytics, or Customer Experience
- A strong understanding of customer support operations, workflows, and best practices
- Experience with Accounts Receivable–related or financial services environments (e.g., payments, billing, or SaaS support)
- Solid understanding of support metrics and KPIs (CSAT, SLA, productivity, quality, etc.) and how to use them to drive performance and engagement
- Experience owning or partnering on internal support tools and platforms (e.g., Salesforce Service Cloud, Intercom, FinAI, reporting dashboards), including repetitive process automation
- Comfort working cross-functionally to resolve customer issues and improve internal processes
- Capable of creating quality training curricula for internal team members, other departments, and customers.
Benefits
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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