CookUnity is hiring a
Customer Support Manager
CookUnity
π΅ ~$80k-$140k
πRemote - Argentina
Please let CookUnity know you found this job on JobsCollider. Thanks! π
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 β 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
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Please let CookUnity know you found this job on JobsCollider. Thanks! π