Description
We are seeking a Manager II - Enterprise Customer Care to lead a team of agents in our Omaha, Nebraska office.
As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign, overseeing their productivity and well-being.
Responsibilities:
- Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
- Train and develop members of the team on process, technical troubleshooting, and new product knowledge
- Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
- Communicate and influence new ideas for improvement with a solutions-oriented mindset
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
Requirements:
- 3+ years of experience performance managing and coaching
- 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
- Success operating independently and navigating competing priorities in a constantly changing environment
- Experience evaluating operational workflows involving both internal departments and external partners
- Experience solving complex customer issues with a sense of urgency and professionalism
- Exceptional written, verbal, and presentation skills
- High proficiency leveraging CRM, database, and system log tools
Nice to Haves:
- Experience working in the tech industry or for a SaaS company
Our total rewards package includes a base salary range of $90,000-$144,000 USD, cash compensation, equity, and benefits.