Customer Care Manager

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Description

Title: Customer Care Manager - VitalShred

Reports to: Director, Customer Care

Summary: The Customer Care Manager is responsible for leading and developing a high-performing team dedicated to delivering exceptional end-to-end customer experiences. This role oversees the daily operations of the call center and customer care functions, manages onboarding and support processes, and drives quality assurance initiatives. The Manager must be both strategic and hands-on, ensuring operational excellence while championing a customer-first culture that prioritizes solutions, efficiency, and satisfaction.

This role will provide direct leadership and support to Customer Care Supervisor, Customer Care Agents, Implementation Specialist, Client Support Specialists, and Quality Assurance Analyst.

Key Responsibilities

Strategic & Operational Management

• Monitor performance metrics, including first contact resolution, onboarding timelines, customer satisfaction scores, and billing accuracy.
• Collaborate with cross-functional teams (sales, operations, etc.) to streamline processes and resolve systemic issues impacting customers.
• Identify opportunities to optimize workflows, reduce escalations, and enhance efficiency across the customer experience team.

Customer Focus & Continuous Improvement

• Serve as an escalation point for complex customer issues, balancing customer advocacy with business needs.
• Champion a culture of accountability, empathy, and problem-solving within the team.
• Lead initiatives to strengthen first contact resolution and reduce repeat inquiries or billing disputes.

People Development

• Mentor, coach, and develop team members to ensure career growth and strong performance.
• Establish clear performance goals and provide regular feedback and evaluations.
• Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities.

Qualifications

• Bachelor's degree in Business, Communications, or a related field (or equivalent experience).
• 5+ years of experience in customer care leadership, preferably managing multi-functional teams within a call center or customer experience environment.
• Strong knowledge of customer service best practices, onboarding processes, and billing support.
• Exceptional leadership, communication, and interpersonal skills.
• Experience with CRM systems and call center technology.

Key Competencies

• Customer-Centric Leadership: Models and promotes a customer-first mindset.
• Strategic & Hands-On: Balances long-term planning with daily operational execution.
• Solution-Oriented: Skilled at resolving complex issues with a focus on root cause correction.
• Analytical Thinking: Uses data and insights to drive continuous improvement.
• Collaboration: Works effectively across teams to enhance the end-to-end customer journey.

Performance Metrics

• First Contact Resolution (FCR) rate.
• Call Metrics including SLA, Average Speed of Answer, Abandon Rate.
• Customer satisfaction and Net Promoter Score (NPS).
• Accuracy and timeliness of billing support.
• Quality assurance compliance and improvement.

Requirements

Qualifications

Bachelor's degree in Business, Communications, or a related field (or equivalent experience).

5+ years of experience in customer care leadership, preferably managing multi-functional teams within a call center or customer experience environment.

Strong knowledge of customer service best practices, onboarding processes, and billing support.

Exceptional leadership, communication, and interpersonal skills.

Experience with CRM systems and call center technology.

Key Competencies

Customer-Centric Leadership: Models and promotes a customer-first mindset.

Strategic & Hands-On: Balances long-term planning with daily operational execution.

Solution-Oriented: Skilled at resolving complex issues with a focus on root cause correction.

Analytical Thinking: Uses data and insights to drive continuous improvement.

Collaboration: Works effectively across teams to enhance the end-to-end customer journey.

Performance Metrics

First Contact Resolution (FCR) rate.

Call Metrics including SLA, Average Speed of Answer, Abandon Rate.

Customer satisfaction and Net Promoter Score (NPS).

Accuracy and timeliness of billing support.

Quality assurance compliance and improvement.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice