- Recruit, train, and mentor a high-performing customer care team.
- Foster a positive and collaborative work environment to ensure team success.
- Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement.
- Oversee day-to-day operations of the customer care department.
- Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media).
- Develop and maintain customer service policies, scripts, and protocols.
- Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self service and automation systems.
- Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self service.
- Generate and analyze customer service reports to inform decision-making.
- Serve as a brand ambassador by ensuring all communications reflect our values and tone.
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