- Lead a team of Customer Care individuals to drive customer success and operational KPIs.
- Monitor customer service performance at the agent and team levels.
- Coach, mentor, and provide real-time feedback to team members through 1:1s and meetings.
- Establish and track individual and team goals.
- Manage scheduling, including holidays, time off, and day-to-day operations.
- Handle escalated customer communications through to resolution.
- Coordinate and lead new hire training for the Customer Care department.
- Collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing.
- Identify and execute projects to improve support processes, tooling, and automation.
JiraProcess improvementCustomer support+3 more