Customer Care Manager

We are seeking a Customer Care Manager to lead, manage, and grow a team of Customer Care Representatives while ensuring top-tier service across all consumer-facing communication channels. With many stores opening this year alone, we are looking for a strategic and proactive leader who can scale our customer care team and oversee the management of all customer interactions, including direct messages (DMs), emails, call center support, and online reviews. The ideal candidate will have proven experience in managing customer service teams, leveraging Salesforce, and excelling in a fast-paced, high-growth environment.

Key Responsibilities

Team Leadership & Growth:

• Manage, motivate, and inspire a growing team of customer care representatives to consistently provide exceptional service.
• Lead the hiring, training, and onboarding of new team members to accommodate business growth.
• Provide coaching, ongoing development, and regular feedback to enhance individual and team performance.
• Foster a positive, customer-centric culture that supports employee retention and productivity during periods of expansion.

Consumer-Facing Social Media and Communication Management:

• Oversee all consumer-facing communication channels, including social media DMs, emails, call center interactions, and online reviews.
• Develop and implement processes for timely and effective responses to customer inquiries across all platforms (email, social media, call center, etc.).
• Monitor social media and review sites to identify customer concerns, proactively engage with customers, and ensure timely resolution of issues.
• Ensure that the customer care team handles all digital and written customer interactions in a professional, empathetic, and timely manner.

Customer Experience Management:

• Ensure that the customer care team consistently provides an exceptional customer experience through all channels.
• Gather and analyze customer feedback to identify trends, pain points, and opportunities for improving service delivery.
• Work cross-functionally to improve customer-facing processes and drive customer satisfaction.

Performance Monitoring & Reporting:

• Set performance metrics (KPIs) for the team across all channels, including response time, resolution time, customer satisfaction, and volume of interactions.
• Regularly review team performance data and provide detailed reports to senior leadership on customer service trends, issues, and improvements.
• Implement strategies to improve team performance based on data analysis, customer feedback, and evolving business needs.

Process Optimization & Continuous Improvement:

• Streamline customer care processes and workflows to ensure efficient handling of high volumes of customer interactions as the business scales.
• Continuously assess and refine customer service strategies to enhance team productivity and improve overall customer satisfaction.
• Identify opportunities for automation or process improvement, particularly in handling customer inquiries across multiple platforms.

Qualifications:

• 3 years of experience in customer care management, with a proven track record of leading teams in a fast-paced, growth-focused environment.
• Experience managing consumer-facing social media channels, including DMs, email, call center operations, and online reviews.
• Strong proficiency with Salesforce, with expertise in case management, reporting, and process automation.
• Experience scaling customer care operations in a fast-growing brand or retail environment.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and CRM tools (Salesforce, Zendesk, etc.).

Education:

• Bachelor’s degree in Marketing, Communications, Customer Service, or a related field preferred