Team Manager, Customer Care

Summary

Join Zepz as a Customer Service Team Manager and lead a bilingual team, overseeing daily operations and ensuring customer satisfaction. You will monitor team performance, handle escalated complaints, manage staff scheduling and performance, and contribute to process improvements. This role requires a Bachelor's degree, 2-4 years of team leadership experience, and strong communication and Excel skills. Zepz offers a remote-first work environment and benefits including unlimited annual leave, private medical cover, retirement plans, life assurance, and parental leave.

Requirements

• Bachelor’s degree
• 2 to 4 years of previous experience building and leading teams of 4-10 people
• Fluent in written & spoken English with excellent communication skills
• Strong Excel and PowerPoint skills

Responsibilities

• Monitor, report, and manage team performance
• Understand key performance metrics, and how to influence them
• Take part in the recruitment, induction, and training of team members
• Frequently coach, train, and give feedback to the agents in your team and others in the center to effectively raise engagement, support development, and get the best out of your people
• Manage performance issues as necessary
• Understand Company systems and processes
• Provide guidance and where necessary decide whether to release or hold transactions, accept IDs, mark transactions as fraud, or refer to the Compliance Team
• Handle escalated customers’ complaints either by phone, chat, or email to ensure customer’s trust is recovered and the right experience is delivered
• Work with the Workforce team to agree on leave approvals, shift swaps, or other scheduling changes, and manage agent availability
• Ensure staff are always up-to-date with updates/alerts/notifications from management
• Provide day-to-day supervision of the staff including supervising break times to ensure sufficient cover at all times, reporting absences, and monitoring lateness
• Support other teams by floor-walking and frequent personal engagement with all agents
• Ensure staff understand the team’s daily objectives in terms of case, as well as the Company goals and the CS role in achieving them
• Ensure team adherence to company policies and standards
• Report any system issues to relevant personnel overnight or on weekends
• Ensure customer queries - via all channels - and transactions are resolved efficiently and within agreed timeframes
• Manage and review absenteeism, and lateness ensuring return to work and exit interviews are completed
• Manage regular performance reviews to ensure individual, team, and company targets are achieved
• Maintain a positive team spirit that supports teamwork and inspires others
• Continuously act as a role model to your team in living WorldRemit’s values
• Manage effective onboarding and knowledge transfer to new members of your team
• Actively suggest opportunities to improve processes to become more efficient and improve customer experience
• Serve as a positive member of the leadership team, identifying issues, contributing ideas/solutions, and supporting the team in all actions
• From time to time you may be required to carry out additional duties in order to support the business needs
• Liaise with Quality teams to ensure checks are completed for accuracy and procedural correctness, as well as the quality of language checks

Preferred Qualifications

• Experience in supporting and managing bilingual customer care teams
• Speak an additional language - preferably French or Spanish

Benefits

• Unlimited Annual Leave
• Private Medical Cover
• Retirement
• Life Assurance
• Parental Leave
• Remote-first