Customer Service Manager

Supervise the daily operations of the customer service department
Answer customer emails and chat inquiries via Intercom, and do so with a personal touch
Assist customer service agents with more challenging customer inquiries
Use the human-centric approach when providing solutions to customers
Identify and implement solutions to make the customer service processes more efficient
Develop customer service goals that mirror the company’s goals and coordinate with the team to meet the goals month after month
Work with leadership to develop a customer loyalty program
Write up customer service canned responses to common customer concerns
Document all customer service processes
Assess and analyze helpdesk statistics and prepare detailed reports for leadership
Train and onboard new customer service agents
Conduct regular calls with the agents to check in on their performance and well-being
Create performance improvement plans for agents who did not meet the set performance metrics
Develop performance metrics for the team to drive productivity and motivation
Stay informed on the latest customer service industry trends and methods.
A minimum of 5 years experience in a customer service position
Outstanding written and verbal communication skills
Good understanding of management practices and techniques
Excellent leadership and interpersonal skills
Willingness to work the graveyard shift
Adaptable to changing schedules, as required by leadership and the team.
Experience working in a remote setting
Experience working for a startup company
An exceptional academic background
At least 2 years’ proven experience in a customer service management role or a leadership role
Experience using Intercom, Slack, Google Meets.??????