Customer Care Manager
virtual vocationsDenver (CO)
About the role
Managing a team of Customer Service Representatives and Senior Customer Service Representatives, the full-time remote Customer Care Manager will focus on team development, performance management, and maintaining the health of the omni-channel queue.
Key responsibilities:
Oversee a team of CSRs and Senior CSRs, conducting regular performance management and feedback sessions
Coach team members by providing actionable feedback based on partner interactions
Monitor and adjust staffing and queue health metrics in collaboration with other managers and the Director of Customer Care
Required qualifications:
3+ years of experience managing individual contributors in a customer experience or support environment
Proficiency with customer experience metrics such as TFR, TRES, ASA, and CSAT
Experience in hiring, coaching, and retaining frontline support talent
Familiarity with omni-channel support tools, including chat, email, and video conferencing
Bachelor's degree preferred, but not required
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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