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Customer Care Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Ohio (USA)

Offer summary

Qualifications:

8+ years of experience in customer care or customer service., 3+ years in a managerial role managing at least 5 associates., Strong understanding of customer care tools and performance metrics., Excellent interpersonal, communication, and problem-solving skills..

Key responsibilities:

  • Lead and support a team of customer care associates to meet departmental KPIs.
  • Conduct regular coaching sessions and performance management for team members.
  • Champion a customer-first mindset and resolve escalated customer issues.
  • Track and analyze team performance data, reporting key metrics to leadership.

Sundays logo
Sundays Small startup https://sundaysfordogs.com/
2 - 10 Employees
See all jobs

Job description

The Brand
Sundays for Dogs is a venture backed direct-to-consumer brand with the goal to make life easier on the modern dog parent so that they may spend more quality time with their dog.

We enable dog parents to not have to choose between quality and convenience when seeking the world’s best dog food. We are a team dedicated to the mission and consider ourselves skydivers, not plane passengers. We decide fast, fail fast and learn fast. 

The Team & Role
We are seeking an experienced and passionate Customer Care Manager to lead a team of customer care associates in delivering best-in-class service to our customers. This role is primarily focused on coaching, mentoring, and performance management, ensuring the team meets and exceeds departmental KPIs while fostering a positive and customer-centric culture.

As a senior leader in the Customer Care department, your success is defined not only by individual efforts and performance, but also by the team’s success. This is a growing team and department - we’re looking for someone who is excited to help us strategize and grow the Customer Care function here at Sundays!

This role reports to our Director of Customer Care and leads a team of 10–15 associates. While our headquarters is in Cleveland and we prefer candidates based there, we’re also open to those in nearby states (OH, PA, IN, or MI) for easier travel. The role requires travel to Cleveland about once per quarter.

Your Part in the Pack
  • Team Leadership & Coaching
  • Provide day-to-day leadership, guidance, and support to customer care associates.
  • Conduct regular 1:1s and coaching sessions focused on skill development and accountability for meeting department goals. 
  • Identify and address performance gaps, using data-driven insights to guide coaching strategies.

  • Performance Management
  • Monitor individual and team performance against established department metrics (e.g., CSAT, response time, conversations per hour).
  • Use quality assurance tools and feedback to ensure consistent and high-quality customer care interactions.
  • Partner with department leadership to continuously improve performance and customer experience.

  • Customer Experience Excellence
  • Champion a customer-first mindset, ensuring the team provides empathetic, accurate, and timely care.
  • Resolve escalated customer issues as needed, ensuring customer satisfaction and timely follow-up.

  • Process Improvement 
  • Lead continuous improvement initiatives within the Customer Care department, identifying opportunities to streamline workflows, enhance team efficiency, and elevate the overall quality of care provided to customers.

  • Reporting & Communication
  • Track and analyze team performance data and report on key metrics to leadership.
  • Communicate departmental goals and updates clearly and effectively to the team.

    • We'd love to hear from you if you have:
  • 8+ years of experience in customer care or customer service.
  • 3+ of those years in a managerial role, managing a minimum of 5 associates.  
  • Demonstrated history of managing teams to meet or exceed performance goals.
  • Proven track record of hiring, retaining, and promoting top talent. 
  • Strong understanding of customer care tools, CRM systems, and performance metrics.
  • Excellent interpersonal, communication, and problem-solving skills.
  • Passion for developing talent and fostering a collaborative, high-performance culture.
  • Experience in a fast-paced, customer-centric environment is preferred.

    • Extra Points if you have:
  • Experience with Dixa, Gorgias, Zendesk, Salesforce, or similar customer care platforms.
  • Familiarity with workforce management tools and reporting dashboards such as Sigma. 
  • Knowledge of customer satisfaction and quality assurance frameworks.

    • The Perks:
  • Unlimited PTO – we trust you to take the time you need.
  • Equity program – a chance to own part of the company!
  • 401k plan with employer match – invest in your future.
  • Annual work-from-home stipend – set up your workspace for success.
  • Competitive Medical, Dental, Vision plans – company covers 80%.
  • Sundays subscription for your pup! – because we care about your furry friends.
  • Parental leave & PAWrental leave – support for growing families, both human and pet.
  • Discounted pet insurance – keep your pets happy and healthy.
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    User Experience (UX)Performance ManagementAnalyticsMicrosoft Dynamics CRMSalesforceAnalytical DashboardStaffing SoftwareDLXZendesk

    Other Skills

    • Team Leadership
    • Coaching
    • Customer Service
    • Quality Assurance
    • Social Skills
    • Communication
    • Problem Solving
    Are you interested?

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