About the position
Every day millions of people read our content. Would you like to be part of our customer journey? Are you a Customer Service Manager with experience managing a team and used to working independently? The position will work as part of a global team, collaborating to manage operational business processes and customer workflows, liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first-time resolution, and reduce customer effort. We utilise Lean 6 Sigma methodology and can support your development via the completion of a Lean 6 Sigma green belt. This key role will work from home and from our offices in Boca Raton, Florida, three times a week. Some international travel will be required. You will lead by example to encourage and inspire others to provide excellent customer service in line with best practice, company policy, and procedures.
Responsibilities
- Leading by example to encourage and inspire others to provide excellent service in line with best practice and company policy and procedures.
- Promoting teamwork & collaboration to effectively achieve individual, team, and departmental objectives, sharing knowledge and skills.
- Taking ownership of complex/escalated queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
- Managing workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities and department objectives.
- Recruiting new team members.
- Providing support, training and coaching to members of the team.
- Facilitating meetings and delivering presentations.
- Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity or reduce costs.
- Contributing to strategy and be responsible for turning ideas into actionable plans.
- Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.
Requirements
- Advanced working knowledge of Microsoft Office and systems used within Customer Service (ideally SAP and Salesforce) systems with expertise to train new team members.
- Minimum of 5 years previous leadership experience covering a variety of processes and including management of complex/challenging customer issues.
- Experience of encouraging others to work to Service Level Agreements.
- Experience of managing projects, engaging contributors at all levels.
- Understanding and experience using continuous improvement methodology.
- Ideally, supplier management experience.
Benefits
- Annual salary ranging from $60,000 - $70,000 + bonus
- 15 vacation days + 2 floating holidays and a paid day off for your birthday
- 10 days of sick time
- Up to 4 weeks of fully paid parental leave
- Discretionary 3 paid days off during the holiday season each year
- Paid time off for significant life events leave; i.e. moving or wedding
- Medical, vision, dental, and other voluntary benefits
- 4 paid volunteer days per year
- 401(k) + up to 3% match
- Flexible working schedule
- Seasonal social and charitable events
- Training and development
