Customer Care Manager
About The Position
About Meridian: At Meridian Bird Removal, we specialize in solving pest bird challenges for commercial facilities across the U.S. Our work keeps operations running safely, protects brand reputation, and provides peace of mind to our customers. We combine responsive service with data-driven insights to deliver long-term bird management solutions built on professionalism, reliability, and care Position Summary: The Customer Care Manager is responsible for managing and overseeing the daily operations of the Customer Care team. This role focuses on people management, workflow oversight, service quality, and cross-functional coordination to ensure customer requests are handled accurately and efficiently. The Customer Care Manager leads team members who support work order processing, scheduling coordination, customer communication, and post-service follow-up. This position requires demonstrated experience in customer service management, operational coordination, and team leadership within a structured, fast-paced environment. The role balances supervisory responsibilities with process oversight and performance management, ensuring policies, procedures, and service standards are consistently followed while supporting employee development and operational alignment.
Requirements
- 2+ years of management or supervisory experience, preferably in a customer service or operations/logistics environment.
- Proven ability to lead teams, manage priorities, and deliver results in a remote setting.
- Strong interpersonal and communication skills with the ability to build trust and motivate others.
- Exceptional organizational skills and attention to detail.
- Demonstrated ability to think critically, problem-solve, and adapt in a dynamic environment.
- Ability to effectively work remotely in a quiet, private home office.
- All required equipment provided by Meridian.
Nice To Haves
- Experience with Salesforce, scheduling systems, or similar customer care platforms preferred.
Responsibilities
- Lead, mentor, and coach Customer Care Representatives (CCRs) and CCR Leads to achieve departmental goals.
- Conduct one-on-one coaching sessions and provide structured feedback to improve performance and engagement.
- Partner with the Training Department to enhance onboarding, process documentation, and continuing education.
- Oversee work order (WO) setup and handoff to ensure accuracy in Salesforce.
- Manage technician scheduling, confirm availability, and coordinate preservice calls.
- Arrange and monitor travel within budget and profitability guidelines.
- Review job completion documentation, surveys, and notes for quality assurance.
- Conduct follow-up and CSAT (Customer Satisfaction) calls; escalate issues when necessary.
- Verify all job documentation prior to financial transition.
- Foster a culture of accountability, positivity, and teamwork that aligns with Meridian’s Core Values.
Benefits
- Health, Dental, Vision, and Accident Insurance
- Life, Short-Term, and Long-Term Disability Insurance
- 401(k) Plan with Company Match
- Paid Vacation Plan
- Opportunities for growth and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
