Customer Service Manager

Job Title: Customer Service Manager

Location: New York, NY 10025 (HYBRID ROLE)

Pay Rate: $24-26.50/hour on W2

Job Type: 6+ Months Contract role

Shift: 9 AM – 6 PM Monday through Friday

Job Description:

Supports the Senior Customer Care Advisors with the organization of the team’s daily workload and re-allocating workload based on business needs and Service Level Agreements

Sets daily and monthly goals and motivates team to achieve these goals. Re-aligns goals to track advisor performance.

Acts as the line manager for the US Customer Care team by delivering updates on individual team performance by leading biweekly check-in meetings and ensuring Senior Advisors are sharing performance statistics on a daily and weekly basis.

Responsible for employee schedule and ensuring there is enough coverage to provide support to our customers each day.

Ensures all operational activities such as order processing, customer returns and backorders are managed and completed daily by the team.

Foster a result driven environment leveraging agent strengths & using gamification techniques, to meet & exceed department targets.

Drives retention and succession of Advisors and Senior Advisors by developing them into subject matter experts through coaching and support.

Confidently addressing staff issues through recapping the behavior and its impact and expressing ideal outcome.

Supports Senior Advisors with the Quality Assurance program to ensure Customer Care Advisors are performing to the standards set by the department.

Department Strategy:

Displays a customer-centric approach at all times whether interacting with the customer directly or assisting the team with customer inquiries.

Acts as a confident first point of escalation for customer complaints

Partners with Senior Advisors to ensure the North America Help Center content is up to date allowing customers to self-serve when necessary.

Leads by example in all areas including customer contacts, product knowledge and workload.

Flags any unusual incident or recurrent issue that would have a negative impact to the customer experience to internal departments such as supply chain, trade, loyalty, organic social, etc. or external business partners such as the distribution centers and payment providers. Follows up on existing issues consistently until resolution is reached.

Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one touch responses and reduce response times, queue times and resolution times across all channels.

Owns the relationship between Customer Care, Supply Chain and our 3 North America Warehouses to ensure lines of communication are always open to decrease negative knock-on effects to the customer experience.

Participates in meetings and training with the Global Management team.

Reporting Relationships: Reports to Sr. Manager Customer Service

Key Selection Criteria:

Minimum 4 years’ experience in a call center environment

Minimum 2 years’ experience managing a team.

Sincere, patient, resilient, adaptable, and extremely positive attitude

A data-driven, problem solver who is obsessed with the little details.

Must have strong computer literacy and passionate about systems.

Excellent people skills backed up with excellent verbal and written skills.

Must have experience giving developmental feedback and is comfortable with 1 on 1 coaching.

Passionate about service, acts as customer advocate and makes decisions based on the customer experience.

Experience working with multiple contact channels: email, voice, chat and social. Experience with Zendesk preferred.

Previous experience with an e-commerce brand is required and beauty industry experience is strongly preferred.

Capable of building relationships with peers and key stakeholders across different time zones