Senior Customer Care Manager - REMOTE

Jobgether•New Jersey, NJ

2d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Care Manager - REMOTE. In this role, you will lead and grow a high-performing support organization that focuses on enhancing the customer experience across multiple communication channels. You will be responsible for developing your team and ensuring that operational metrics such as service levels and customer satisfaction are consistently achieved. Your leadership will foster a culture of trust and accountability, positioning our team to deliver exceptional service that aligns with the core values of hospitality and care. You will also work closely with other departments to ensure a seamless customer journey and operational excellence.

Requirements

3-5+ years of experience in customer support roles.
Proven experience in managing team leads and multiple squads.
Demonstrated ability to improve multi-channel operations metrics.
Experience in handling complex customer escalations.
Strong leadership skills with a focus on coaching and development.
Operationally minded with proficiency in data analysis and metrics.
Familiarity with customer service tools like Zendesk.

Responsibilities

Lead and develop a team of customer support professionals.
Ensure targets for service level agreements (SLA), quality assurance (QA), and customer satisfaction (CSAT/NPS) are met.
Develop and implement operational strategies and policies.
Foster a high-trust culture with clear ownership and accountability.
Manage performance reviews and coaching programs for continuous improvement.
Oversee workforce management and capacity planning.
Drive process improvements to enhance service quality and efficiency.