Remote Customer Support Manager

Summary

Join CookUnity as a visionary leader to set a compelling direction for the team, overseeing CX inbound queue, team scheduling, training oversight, performance metrics, quality assurance, demand forecasting, and performance management.

Requirements

• Bring a minimum of three years expertise in Customer Experience (CX) coupled with a background in overseeing teams in high-velocity settings
• Demonstrated proficiency in overseeing multi-modal communication channels, encompassing LiveChat, phone, and email
• Proven track record in leading a remote workforce of over 25 individuals, ensuring productivity and cohesion
• Skilled in data interpretation, with a history of pinpointing patterns and initiating enhancements in operational processes
• Strong written skills to act as first response for all CX needs – fluency in Spanish is a plus!
• Embody a customer-centric ethos, consistently prioritizing and enhancing the consumer journey

Responsibilities

• Oversee and optimize CX inbound queue to consistently meet service level agreements and enhance customer experience
• Manage team scheduling, ensuring optimal coverage, especially during peak times, and efficiently handle vacation requests
• Partner with Customer Experience Manager to ensure team is up-to-date with company news, policies, procedures, and performance check ins
• Own and monitor key performance metrics, emphasizing SLA indicators like response time, CSAT, top contact reasons & more
• Partner with Customer Experience Manager to drive quality initiatives, offering regular feedback and coaching to enhance team performance
• Accurately project customer support needs during seasonal spikes and other peak times. Develop and implement staffing strategies to ensure optimal coverage, balancing service levels with efficient resource management
• Take charge of tracking and evaluating team member performance, conducting comprehensive reviews, and instituting performance improvement measures as necessary to uphold and elevate service standards

Benefits

• Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!
• Work remotely: design the life that you want
• Enjoy 15 days of vacation each year from start date
• Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid
• Compassionate Leave: 3-5 days each time the need arises
• Personalized English coach