Customer Service Manager
Customer Service Manager
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Job Description
Job Title: Customer Service Manager
Location: Remote (Global)
Work Schedule: Monday to Friday 9:00 AM 5:00 PM (EST)
Salary Range: up to 2500 USD
Position Overview:
The Customer Service Manager will oversee and enhance customer service operations by developing team workflows managing analytics and fostering continuous improvement through training and collaboration. This role requires strong organizational and leadership skills alongside a proactive approach to optimizing customer service processes.
Key Responsibilities:
- Scheduling & Resource Planning: Develop a Customer Service Representative (CSR) schedule aligned with staffing needs.
- Process Development: Create call scripts and SOPs for handling reservations changes cancellations quote calls and more.
- Analytics Management: Monitor and manage analytics for email and phone systems; provide training to team members for general understanding and establish regular team meetings for review.
- Workflow Optimization: Review and update email workflows followup processes tags rules templates SLA guidelines and related operational elements.
- Training & Onboarding: Develop and implement a Training Process/Academy for onboarding new team members.
- Collaboration & Feedback: Launch and manage shared worksheets for Missteps and Struggles as well as Suggestions & Feedback to encourage team collaboration and improvement.
Resources and Tools:
- Productivity: MS Office Excel and MS Teams.
- Task & Workflow Management: ClickUp (task SOP resource and project management).
- Communication: FrontApp (email) 8x8 (phone and internal messaging).
- HR Management: ADP Workforce Now (payroll onboarding and employee management system).
- IndustrySpecific Software: SantaCruz (proprietary and unique to the industry; prior experience not expected).
Qualifications:
- Strong English communication skills both verbal and written.
- Proven experience in customer service leadership roles.
- Excellent organizational and multitasking abilities.
- Familiarity with the listed tools and a willingness to learn proprietary software.
- Collaborative mindset and ability to foster a supportive team environment.
NicetoHaves:
- Experience with CSR training and onboarding programs.
- Familiarity with email and phone system analytics.
Please note: To ensure prompt processing of your application we kindly request that you submit your resume and intro video in English format.
Employment Type
Full Time
