Customer Care Senior Manager

Breather - Ville de Québec, QC (il y a 30+ jours)

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The Role
Our company is searching for a motivated and experienced Customer Care Senior Manager to lead our customer care department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, coaching our customer service team, and achieving customer satisfaction KPIs.

As a Customer Care Senior Manager at Breather, you will:
Supervise day-to-day operations in the customer service department.
Ensure the team responds to customer service issues in a timely manner whilst also at times rolling your sleeves up to help where needed.
Create effective customer service procedures, policies, and standards that align with, amongst others, the Sales and Marketing teams goals.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Set up the team to track accurate data for customer service activities to enable data driven decision making.
Assess service statistics and prepare detailed reports on your findings, proposing ways to continually improve efficiencies and service levels.
Hire and train new customer service agents, ensure a robust and efficient on-boarding plan exists and is maintained.
Scheduling of shifts for teams to cover time zones between PST and BST
Manage the approved budget of the customer service department.
Stay informed on the latest industry techniques and methods.
Propose cost effective automation processes to improve customer resolution times and reduce operational inefficiency

Helpful Skills and Experience you'll need to succeed:
To qualify for the role, the ideal candidate will have proven experience working in a customer service position and management of a team of 10+ direct reports. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Requirements:
Bachelor's degree in Business Administration or relevant field.
A minimum of 5 years' proven experience in a customer service position.
A minimum of 3 years' proven experience managing a customer service team of 10+ direct reports
Working within a Customer Care team that has both a customer retention and acquisition focus
Proficiency in customer service software (ZenDesk and Salesforce Experience highly preferred).
Experience in setting up and managing a multi channel communications team.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
English and French speaking considered a plus

What We Value
At Breather, our company values are not only the principles that link us together in the way we work, but they also keep us aligned on the same path, all working towards connected goals. These standards are what guide us on our collective journey through space(s).

Default to transparency
Create with care
Be a piece of the puzzle
Propose. Build. Deploy.

Perks and Benefits
We hope that you're excited by all the possibilities that come with working at Breather! In addition to our unique culture, we also offer these fun perks and benefits:

Annual health and wellness reimbursement
A generous Paid Time Off package per the calendar year
Annual learning reimbursement that benefits your career growth
Free access to the Breather network of over 500 spaces (and growing, fast!)
Access to comprehensive medical, vision, and dental coverage.
Dog friendly office - bring your dog to work, they'll find plenty of friends waiting to play with them!
Be part of a well-funded, proven startup with big ambitions, competitive salary and company options
Fun work environment and company culture with an upbeat, first-class team plus a kitchen filled with healthy snacks, bagels and chips!