[100% Remote] Customer Service Manager

Questa posizione è nel team di Persona, un'agenzia di talenti che recluta, forma e assume professionisti di talento da remoto.

Il riassunto dell'opportunità da parte della Joinrs AI: Persona cerca un Customer Service Manager full-time e full-remote con una laurea in Hospitality, Business, Marketing o un campo correlato e con esperienza. Ti occuperai di guidare il team di assistenza clienti, garantendo alta soddisfazione e una risoluzione efficiente dei problemi. Offriamo opportunità di crescita, assicurazione sanitaria, ferie illimitate retribuite e molto altro.

Il processo di selezione sarà interamente gestito da Persona.

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What we’re looking for:

The Customer Service Manager will oversee the customer support operations, ensuring high levels of customer satisfaction and efficient resolution of inquiries and issues. This role requires excellent leadership skills and a customer-centric approach.

Responsibilities—what you'll do:

• Team Leadership: Lead and manage the customer service team, providing guidance, training, and support to ensure high performance and professional development.
• Customer Support: Oversee the handling of customer inquiries, issues, and complaints, ensuring timely and effective resolution.
• Performance Monitoring: Develop and implement key performance indicators (KPIs) to measure team performance and customer satisfaction.
• Process Improvement: Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and effectiveness.
• Customer Feedback: Collect and analyze customer feedback to identify trends and areas for service improvement.
• Collaboration: Work closely with other departments, including sales, product development, and marketing, to ensure a cohesive approach to customer service.
• Escalation Management: Handle escalated customer issues and complaints, ensuring they are resolved satisfactorily.
• Reporting: Prepare regular reports on customer service performance, trends, and areas for improvement.

Requirements:

• Bachelor's degree in Hospitality, Business, Marketing, or a related field
• Minimum of 3-5 years experience in customer service, with at least 2 years in a managerial role
• Customer-centric with a focus on delivering exceptional service
• Strong problem-solving and conflict resolution abilities.
• Strong interpersonal and communication skills
• Familiarity with CRM systems
• Fully fluent in English
• Skilled in the use of apps and technology
• Ability to commit long-term and full-time
• Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time)
• This position is for serious, career-oriented candidates

Other qualities we look for:

• Track record of success at work or in school
• An ability to solve complex problems with minimal guidance
• Experience in high performance work or school environments
• Willingness to work hard and persever
• Intellectual curiosity and resourcefulness
• Professionalism

What we offer:

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona:

• Health insurance
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority