Customer Care Manager for a Popular E-Commerce Fashion Brand

Kate Pletcher; [email protected]

Our client is a well-known e-commerce company focused on women's apparel. They are seeking a Customer Care Manager to manage and build a team that provides an exceptional experience to customers.

Responsibilities: - Manage the day-to-day operations of a 50 seat Tier-1 contact center through 5 supervisors - Manage the day-to-day operations of the reputation management team (social + review sites) - Create accountability throughout the customer care organization - Ensure on-going agent/advocate development and quality improvement - Work cross-functionally with outsource team, operations, and quality training manager - Continuously work to improve center performance across a number of KPIs - Manage escalated issues in partnership with Director, VP and legal counsel as needed - Serve on a management rotation schedule for evening & weekend coverage as needed

Qualifications: - Bachelor's degree, required - 5+ years of customer service management experience, with the proven track record of managing successful teams. - Strong leadership, management and mentorship capabilities - Ability to develop new procedures, policies and reporting tools to simplify and improve operations - Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs


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