Customer Care Manager

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager. In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes. This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.

Position is eligible for a performance bonus, in addition to base salary.

Operational Management (Real-Time & Daily Execution)

• Monitor and manage real-time service operations, including:
  • Call and chat queues
  • Average speed of answer (ASA)
  • Abandon rates
  • Contact volume and backlog health
• Adjust staffing, priorities, and workflows to maintain service level targets
• Identify and respond to service disruptions or volume spikes
• Ensure consistent adherence to schedules, productivity expectations, and service standards

Team Leadership & People Management

• Directly manage approximately 50% of the Customer Care team
• Conduct regular 1:1 meetings, coaching sessions, and performance check-ins
• Provide ongoing mentorship, career development, and skill progression support
• Foster a positive, accountable, and high-performance team culture
• Lead performance reviews (daily, weekly, monthly) and goal setting

Performance Management & KPI Ownership

• Drive team performance across core KPIs, including:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Quality Assurance (QA) scores
  • Productivity and utilization metrics
  • Abandon rates and response times
  • Revenue influence and customer growth behaviors
• Hold team members accountable to predefined performance thresholds
• Use data insights to identify trends, gaps, and opportunities for improvement

Coaching & Quality Improvement

• Partner with the Service Quality team to:
  • Ensure accurate and consistent evaluation of customer interactions
  • Identify coaching opportunities and performance trends
• Deliver targeted coaching to improve:
  • Customer experience quality
  • Technical accuracy and problem resolution
  • Communication and solution-selling behaviors
• Track and measure effectiveness of coaching efforts over time

Customer Experience & Continuous Improvement

• Champion a high-quality, consistent customer experience across all interaction channels
• Analyze patterns in customer interactions to identify process or product issues
• Drive initiatives to improve:
  • Customer satisfaction
  • Efficiency and time-to-resolution
  • Customer retention and engagement
• Partner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issues

Revenue Influence Leadership

• Reinforce and coach behaviors that drive customer value, including:
  • Effective discovery and recommendation of solutions
  • Identification of expansion opportunities
  • Customer adoption and retention support
• Ensure team balances customer experience with revenue-generating opportunities
• Monitor and improve revenue influence metrics without reliance on quotas

Administrative & Operational Responsibilities

• Ensure accurate documentation, reporting, and KPI tracking
• Support workforce planning, scheduling, and capacity management
• Participate in hiring, onboarding, and training of new team members
• Lead team meetings, communication updates, and organizational initiatives
• Complete all responsibilities as outlined in performance plans and assigned projects

• Bachelor’s degree or equivalent experience preferred
• 5+ years of experience in customer service, technical support, sales, or account management
• 2+ years of people management or team leadership experience preferred
• Strong understanding of accounting principles (A/R) with work experience preferred
• Strong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.)
• Proven ability to coach and develop team members to improve performance
• Strong analytical skills with ability to interpret KPI data and drive decisions
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferred
• Familiarity with insurance or property estimating software solutions is a plus

Success Profile

• Consistently achieves or exceeds team performance targets across service, quality, and efficiency
• Demonstrates strong leadership presence and builds a high-performing, engaged team
• Effectively balances real-time operational management with long-term team development
• Drives measurable improvements in CSAT, FCR, and service levels
• Successfully embeds revenue-influencing behaviors without compromising customer experience
• Creates a culture of accountability, ownership, and continuous improvement

Role Scope & Structure

• Manages approximately 50% of the Customer Care team
• Works in partnership with a peer manager to ensure full team coverage
• Reports to a senior leader responsible for the Customer Care organization
• Operates in a high-volume, multi-channel support and solutions environment

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