Enterprise Care Manager

Summary

Join Classy's Customer Care Team as an Enterprise Care Manager! Lead and mentor two teams (Technical Account Managers and Enterprise Support) to provide exceptional customer service to large nonprofit organizations. You will oversee various support channels, optimize team performance, and drive employee development. Collaborate with other managers and cross-functional teams to enhance customer experience and operational efficiency. The ideal candidate possesses extensive experience managing enterprise customer-facing teams and excels in communication, change management, and emotional intelligence. This role offers a chance to make a significant impact on the nonprofit sector and be part of a mission-driven organization.

Requirements

• 3+ years experience Managing a customer facing team with an Enterprise Customer Base
• Exceptional oral and written communication. Communicates respectfully, clearly, and with decisiveness, especially under challenging circumstances
• World-class change management skills. Thrive in a world where you’ll balance team needs, changing priorities, and new ideas
• Strong emotional intelligence. You can read your team, empathize with their unique challenges and adapt to foster world-class experiences
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist and seek to evolve the way Classy Care operates
• Willing to take risks. You thrive in highly-matrixed environment that often involves taking risks that may succeed or may fail, but know that learning from those failures is what will push the team forward
• Mission-driven mindset. You want a job with purpose and serve a team whose mission it is to drive the success of our customers
• Lead By Example. Your poise, attitude, and tenacity are front and center and the team will follow your lead
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to the rest of the leadership team and your cross-functional partners

Responsibilities

• Lead our (TAMs) Technical Account Management (4) and Enterprise Support teams (5-7) to deliver an exceptional enterprise care experience
• Prioritizes proactive care through enabling our TAMs to drive customer success and platform performance
• Oversee all channels of customer support, including chat, email, video and phone, ensuring timely and effective resolution of customer inquiries and issues
• Ensure the team is fully optimized by managing day to day tasks (timekeeping, PTO) utilizing Care KPIs to drive maximum impact and generate value
• A people first leader - drive employee career development within Care and beyond, setting your people up for long term success and growth
• Work alongside our Quality Associate Manager, Scaled Care Manager and Technical Support Management to provide on-going coaching addressing all channels as well as delivering new process and procedures when needed for both internal and offshore teams
• Serve as an escalation point for your direct reports, our Enterprise Customers and internal Classy organization, acting as a product and process expert for Enterprise care
• Work with the Director, Care and wider CX organization to optimize the customer journey across all touchpoints through effective, customer focused collaboration and taking action cross functionally to drive CX enhancements
• Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams

Preferred Qualifications

Experience building new customer journeys. If you already have a deep understanding of the unique challenges Customer Care teams in SaaS face, we want to hear from you

Benefits

• Make an Impact : Be part of a mission-driven organization making a positive difference in millions of lives every year
• Innovative Environment : Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
• Collaborative Team : Join a fun and collaborative team that works hard and celebrates success together
• Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, and commuting, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
• Growth Opportunities : Participate in learning, development, and recognition programs to help you thrive and grow
• Commitment to DEI : Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
• Community Engagement : Make a difference through our volunteering and Gives Back programs