Customer Care Manager
$70,000–$90,000 year
On-siteWaukegan, Illinois, United States
Job Summary
Lead the Customer Care Department by providing direction, coaching, and support to the Supervisor and team while establishing goals, service standards, and key performance indicators. Oversee daily operations, staffing levels, and resource allocation to ensure timely support, serving as the primary escalation point for complex customer concerns. Manage hiring activities, including interviewing and performance reviews, and develop policies, procedures, and standard operating procedures. Analyze metrics to identify trends, lead process improvement initiatives, and partner with Sales, Operations, and IT to enhance the customer experience. Handle HubSpot help desk settings, reporting, and strategic initiatives while managing departmental budgets and ensuring compliance.
Required Qualifications
- Strong leadership, coaching, and employee development skills
- Customer Service experience with excellent phone and email etiquette
- Excellent oral and written communication skills
- Must have critical thinking ability and excellent attention to detail
- Strong initiative, confidence, and decision-making skills
- Strong problem-solving and conflict-resolution abilities
- Ability to effectively prioritize multiple projects and competing deadlines
- Ability to work calmly under pressure in a fast-paced environment
- Strong organizational and analytical skills
- Experience driving process improvements and operational efficiencies
- Proficient in MS Office Suite and Adobe Acrobat
- 5+ years of customer service, customer care, operations, or account management experience
- 3+ years of leadership or management experience
- Experience leading teams in a customer-focused environment required
Desired Qualifications
- intermediate Excel experience preferred
- NetSuite & HubSpot experience a plus
- Bachelor's degree preferred or equivalent work experience
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