Customer Service Manager

22 hours ago

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NGO • Payments • Software • Financial Literacy • Social Impact

11 - 50 employees

🛍️ eCommerce

💰 Pre Seed Round on 2022-03

Description

• About Check the Ticker: Check The Ticker is a leader in financial insights and market analysis, dedicated to delivering accurate and actionable information that empowers our users to make informed investment decisions. • Commitment to exceptional customer service is paramount, and we are seeking a skilled Customer Service Manager to lead our remote support team. • As a Remote Customer Service Manager, you will lead a virtual team of customer service representatives, ensuring they provide high-quality support that aligns with our company’s standards. • This role is pivotal in representing our brand to customers, addressing escalations, implementing best practices, and using data to drive improvements in service quality. • You will work closely with other teams like Sales, Product Development, and Marketing to ensure a customer-focused approach across the company. • Key Responsibilities: Lead, coach, and manage a remote team of customer service specialists to meet or exceed performance goals. • Develop and refine customer service processes, policies, and standards to enhance customer satisfaction and engagement. • Handle escalated customer issues with empathy and efficiency, ensuring swift resolutions. • Monitor and analyze service metrics and KPIs to identify trends, improvement areas, and training needs. • Provide feedback and insights to cross-functional teams to support ongoing product and service improvements. • Foster a positive, customer-focused culture within the remote team through training, coaching, and regular feedback sessions. • Stay informed about industry best practices, trends, and tools to keep our customer service at the forefront of the industry.

Requirements

• Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience). • 3+ years of experience in customer service management, preferably in a tech, finance, or remote-based setting. • Proven track record of managing and developing remote teams with high performance. • Strong communication skills and an ability to effectively manage challenging customer interactions remotely. • Familiarity with CRM software and other remote communication tools; experience with financial tools or market data platforms is a plus. • Analytical skills with the ability to interpret service data and implement data-driven improvements. • Strong problem-solving skills and ability to work independently and under pressure in a remote environment.

Benefits

• Flexible, Remote Work: Work from anywhere within the US, with flexible hours to promote work-life balance. • Professional Growth: Opportunities for career development and growth within a rapidly expanding company. • Impactful Role: Take on a role where you can directly influence our customer experience and service strategy. • Competitive Compensation: We offer a competitive salary, comprehensive benefits, and performance-based incentives. • Inclusive Culture: Be part of a diverse, forward-thinking team committed to customer success and continuous improvement.