Customer Care Manager - Remote

About the Role

We are looking for a Customer Care Manager - Remote to join our dynamic team. In this role, you will lead our customer care initiatives, ensuring exceptional service delivery and client engagement. As a Customer Care Manager, you will be pivotal in enhancing customer satisfaction and retention through effective management of our customer support teams.

What You'll Do

• Oversee the customer care team to ensure high-quality service delivery and customer satisfaction.
• Develop and implement strategies to improve customer engagement and retention.
• Utilize CRM platforms like Salesforce and Jira to track customer interactions and feedback.
• Analyze performance metrics to identify areas for improvement and drive operational excellence.
• Collaborate with cross-functional teams to enhance service offerings and address customer needs.
• Conduct regular training and development sessions for team members to ensure they are equipped with the necessary skills.
• Manage customer escalations and ensure timely resolutions.
• Foster a remote-first working environment that promotes teamwork and collaboration.

Requirements

• 3-5 years of experience in customer care or customer success management.
• Strong understanding of customer engagement strategies and performance monitoring.
• Proficiency in CRM tools such as Salesforce and Jira.
• Excellent communication and problem-solving skills.
• Ability to analyze data and derive actionable insights.
• Experience in managing remote teams effectively.
• Familiarity with cloud services and IT service management.
• Proven track record in improving customer satisfaction and retention metrics.

Nice to Have

• Experience in B2B sales and account management.
• Knowledge of data engineering and analytics.
• Familiarity with AWS and SQL.

What We Offer

• Competitive base salary with a market-leading discretionary bonus.
• Remote-first working environment with flexibility.
• 32 days of holiday, increasing to 34 after 1 year.
• Progressive parental leave policies and company sick pay.
• Private healthcare insurance, virtual GP, and wellbeing support.
• 5% employer pension contribution.
• Regular in-person team events to foster collaboration.
• Funded training and development programs to enhance your skills.
• Work from home office equipment allowance.