Customer Advocate Manager

Stronghouse • Oconomowoc, WI

22d • $70,000 • Onsite

About The Position

Stronghouse is seeking a Customer Advocate Manager that will lead a team responsible for resolving customer issues and responding to brand inquiries, ensuring the customers questions are answered in expedited and correct fashion. This role is critical in driving customer experience and representing the customer to the business, to deliver expedited responses to issues that arise.

Requirements

• High school diploma or equivalent preferred.
• Proven experience in Sales and Customer Service is preferred.
• Strong communication skills and ability to build rapport with people quickly
• Strong organizational and time management skills.
• Strong attention to detail and accuracy in work.
• Ability to work independently and as part of a team.
• Proficiency in MS Office (Word, Excel, Outlook) and document management software.
• Excellent verbal and written communication skills.

Responsibilities

• Team Leadership
• Supervise, mentor and coach a team of customer centricity representatives to ensure consistent and high-quality customer service
• Conduct regular check-ins and ongoing performance evaluations to support the teams growth and development.
• Manage daily scheduling, workflow and resource allocation to maintain strong service levels.
• Customer Support & Escalations
• Oversee resolution of customer issues, warranty claims, and general inquiries through phone, email, and other support channels.
• Handle escalated or complex cases professionally and efficiently.
• Maintain a customer-first mindset while balancing brand policies and business needs.
• Manage the reputation acceleration team members who are the final touchpoint with the consumer and the critical team to earning reviews.
• Process Improvement
• Identify trends, recurring issues, and process gaps; recommend and implement improvements.
• Collaborate with cross-functional teams (product, operations, sales, QC, marketing, etc.) to streamline communication and enhance overall customer experience.
• Maintain and update SOPs, knowledge base content, and training materials.
• Performance & Reporting
• Monitor KPIs such as response time, resolution time, satisfaction scores, and claim accuracy.
• Prepare weekly/monthly performance reports and present key insights to leadership.

Benefits

• High-Growth Environment: Be part of a high-growth, acquisitive company that is rapidly expanding and offers exciting opportunities to shape the future.
• Innovative Contributions: Take the lead in driving innovation and implementing new strategies that enhance your role and the company's success.
• Career Growth: Benefit from numerous internal growth opportunities as the company continues to expand, providing a clear path for career advancement.
• Ambitious Goals: Join a company with aspirations and the financial backing to achieve a $1 billion valuation in the next several years, positioning itself as the largest player in its vertical.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED