Manager, Customer Care

Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance, schedule adherence, productivity, and overall performance.

Provide regular coaching, feedback, and performance development through Quality Assurance reviews, One-on-One sessions, and real-time coaching to improve customer experience and operational performance.

Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.

Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development.

Experience supporting or leading customer support teams for SaaS products.

Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes.

Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions.

Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach.