Customer Care Manager

What You'll Be Doing:

• Manage a team of individual support reps, as well as set the culture, pace, and expectations for your team.
• Responsible for ensuring individual team members and the entire team meet goals related to customer care activities, including inbound support, new customer implementations, and renewals. Key performance metrics include revenue and logo retention, CSAT, and NPS.
• Hire and develop support reps to meet company growth targets while providing opportunities for their professional growth and development.
• Set the direction/goals for the team that align with the broader organizational strategy.
• Create relationships that facilitate cross-functional collaboration and ensure product adoption and customer success.
• Serve as a thought leader, customer advocate, and partner to your employees and customers.
• Help refine and standardize processes across the organization to help “build the customer playbook,” improve customer outcomes, and increase the operational efficiency of the team.

The Ideal Candidate Will Have:

• Experience directly managing and scaling a successful Customer Care or Customer Support team.
• Proven track record of leading and building teams of individuals that consistently meet and exceed established goals.
• Strong empathy for customers and passion for revenue growth.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects).
• Outstanding listening skills are an absolute must. 
• Experience working with Hubspot, Netsuite, and Intercom is a plus. 
  
  

Education and Experience:

• High school diploma or equivalent
• 4+ Years experience in customer service
• 2+ Years of experience managing staff