Manager, Customer Care

What You’ll Do:

• Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.
• Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.
• Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.
• Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.
• Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability 
• Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT etc.
• Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.
• Drive results based outcomes on improvements in team overall performance and metrics.
• Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications. 
• Continued training and development on new product features and launches for both the team and yourself. 
• Identifying areas of opportunity by analyzing trends in data.
• Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.
• Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.
• Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.
• Create and record training materials as needed to address internal training requirements.
• Perform other duties as assigned or modified based on changing business needs.

What You’ll Bring:

• Associates or Bachelors degree (equivalent experience is a plus)
• SaaS software experience
• Project management skills (experience is a plus)
• People leader at heart: You enjoy mentoring, leading, and contributing to the professional development of those around you.
• Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role.
• The ability to build and maintain relationships both internally with the team and externally with customers.
• Excellent listening, presentation, and communication skills at all levels.
• Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success.
• Training and mentoring excellence. 
• Strong customer-facing communication skills.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholders.
• Strong leadership and team management skills with a proven ability to motivate and inspire others.
• Thrive in a face paced environment
• Ability to think critically and problem-solve in high-pressure situations.
• Solutions based mindset 
• Basic computer and Excel skills.
• ••Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes.