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Senior Manager, Customer Service
Establish cross-functional programs to enhance the overall merchant experience and reduce churn.
New YorkChicago
Senior
$130,000 - 150,000 USD / year
2 weeks ago
✨ About The Role
- The Senior Manager, Customer Service will act as the primary escalation point for complex customer issues, ensuring swift resolution.
- This role involves advocating for both the merchant and the company to align issue resolution with organizational goals.
- The candidate will lead, mentor, and develop multiple teams to meet and exceed internal quality and performance metrics.
- Regular performance reviews and growth plans will be conducted to ensure high levels of team engagement and retention.
- The role requires establishing and managing cross-functional programs to improve the overall merchant experience and reduce customer churn.
- The candidate will analyze performance data to identify trends and drive continuous improvement in process efficiency and customer outcomes.
âš¡ Requirements
- The ideal candidate will have at least 5 years of professional experience in Customer Service, Customer Success, or Consulting.
- A minimum of 3 years of experience in a leadership role is essential for this position.
- Strong communication skills are necessary to effectively empathize with and prioritize the needs of a diverse customer base.
- The candidate should possess excellent problem-solving capabilities and attention to detail.
- Time management and organizational skills are crucial for managing multiple complex tasks effectively.
- Flexibility and the courage to challenge the status quo are important traits for success in this role.
About Flexport
Platform for global logistics.