Customer Care Manager

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Requirements:

• Bachelor’s degree or higher in business administration, communication, education, or related field.
• 3+ years of experience in customer service management, preferably in an educational technology or online platform environment.
• 1+ years of experience managing direct reports, with a proven track record of leading and developing high-performing teams.
• Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce or similar platforms.
• Strong project management and organizational skills, ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries.

Responsibilities:

• Lead the Customer Care team, setting and maintaining high customer service standards.
• Provide coaching, training, and ongoing evaluation to drive excellence in performance.
• Generate and analyze reports to monitor team productivity and key performance metrics.
• Drive customer advocacy through process improvement initiatives and feedback implementation.
• Collaborate across departments to implement best practices for comprehensive customer service.
• Troubleshoot technical issues and provide guidance to customers on product features.
• Monitor and address customer complaints, providing proactive assistance and support.
• Inform customers about new features and functionalities to maximize their product experience.
• Serve as the escalation point for complex customer issues, ensuring timely resolution.