Customer Service Manager [HR30655DC]

Job Title: Customer Service Manager

Location: Remote (Global)

Work Schedule: Monday to Friday, 9:00 AM - 5:00 PM (EST)

Salary Range: up to 2500 USD

Position Overview:

The Customer Service Manager will oversee and enhance customer service operations by developing team workflows, managing analytics, and fostering continuous improvement through training and collaboration. This role requires strong organizational and leadership skills, alongside a proactive approach to optimizing customer service processes.

Key Responsibilities:

• Scheduling & Resource Planning: Develop a Customer Service Representative (CSR) schedule aligned with staffing needs.
• Process Development: Create call scripts and SOPs for handling reservations, changes, cancellations, quote calls, and more.
• Analytics Management: Monitor and manage analytics for email and phone systems; provide training to team members for general understanding and establish regular team meetings for review.
• Workflow Optimization: Review and update email workflows, follow-up processes, tags, rules, templates, SLA guidelines, and related operational elements.
• Training & Onboarding: Develop and implement a "Training Process/Academy" for onboarding new team members.
• Collaboration & Feedback: Launch and manage shared worksheets for "Missteps and Struggles" as well as "Suggestions & Feedback" to encourage team collaboration and improvement.

Resources and Tools:

• Productivity: MS Office, Excel, and MS Teams.
• Task & Workflow Management: ClickUp (task, SOP, resource, and project management).
• Communication: FrontApp (email), 8x8 (phone and internal messaging).
• HR Management: ADP Workforce Now (payroll, onboarding, and employee management system).
• Industry-Specific Software: SantaCruz (proprietary and unique to the industry; prior experience not expected).

Qualifications:

• Strong English communication skills, both verbal and written.
• Proven experience in customer service leadership roles.
• Excellent organizational and multitasking abilities.
• Familiarity with the listed tools and a willingness to learn proprietary software.
• Collaborative mindset and ability to foster a supportive team environment.

Nice-to-Haves:

• Experience with CSR training and onboarding programs.
• Familiarity with email and phone system analytics.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.