Remote Customer Manager

Summary

Join a dynamic team of 30 at Swoon, where you'll be responsible for delivering best-in-class customer experiences. As the day-to-day interface between our third-party contact centre and core business, your goal will be to ensure exceptional customer support.

Requirements

• Ability to deal with complex escalated customer issues
• Ability to work autonomously
• High energy with a proven ability to move at pace whilst remaining level-headed and calm
• Ability to effectively utilise data to inform performance-enhancing strategies
• A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

Responsibilities

• Working with the senior leadership team to define best-in-class customer experiences
• Managing our outsourced customer service team and holding them to account for SLAs
• Manage our resource requirements to deliver the service levels we have agreed
• Resolve complex customer problems that require escalation
• Provide weekly and monthly business updates on the performance of the customer contact centre
• Lead initiatives to improve the customer proposition during and after delivery
• Lead initiatives to improve the tools within the contact centre
• Deliver training to improve the performance of our care agent

Benefits

• Competitive salary
• Share options programme
• Profit share scheme
• Wellbeing allowance
• Pension scheme
• Private medical cover for you and your family
• Holidays, working environment and other perks
• 27 days holiday rising to 30 with tenure
• Four months of summer hours finishing at 1 PM on a Friday
• Free furniture on each anniversary of employment
• Friends & family discount of 20%
• Fully remote working
• Frequent meet-ups, in-person workshops and socials