Customer Care Manager - Remote

About the Role

We are seeking a dedicated and experienced Customer Care Manager - Remote to join our dynamic team. In this role, you will lead our customer support initiatives, ensuring exceptional service delivery while managing a remote team. As a Customer Care Manager - Remote, you will play a crucial role in enhancing customer satisfaction and driving operational efficiency.

What You'll Do

• Oversee the daily operations of the customer support team, ensuring high-quality service and support.
• Develop and implement customer care strategies to improve service delivery and customer satisfaction.
• Monitor team performance metrics and provide coaching and feedback to team members.
• Collaborate with cross-functional teams to enhance customer experience and streamline processes.
• Utilize CRM platforms such as Salesforce and Jira to track customer interactions and resolve issues efficiently.

Requirements

• 3+ years of experience in customer care or customer success management.
• Proven track record of managing remote teams and delivering exceptional customer service.
• Strong organizational and leadership skills with the ability to motivate and inspire team members.
• Excellent problem-solving skills and the ability to handle challenging customer situations.
• Familiarity with performance monitoring tools and customer service metrics.

Nice to Have

• Experience with project management tools and methodologies.
• Knowledge of cloud services and IT service management (ITSM).
• Previous experience in a leadership role within a customer support environment.

What We Offer

• Competitive base salary plus a market-leading discretionary bonus.
• Remote-first working environment with flexible working hours.
• 32 days of holiday, increasing to 34 after one year of service.
• 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 and funded training programs.
• Work from home office equipment allowance.