Customer Care Manager

Job Description

Job Description

Customer Care ManagerTo see if you are a good fit, please complete our compatibility survey hereThis Isn't Just a Job.

We’re looking for someone who believes taking care of people is part of what they were made to do.

Someone who gets genuine fulfillment from serving customers well.

Someone who feels personally responsible when a customer is let down—and gets fired up about making it right.

Someone who wants to lead and develop a team of people who feel the same way.

At Watchmen Security, we already have the processes and systems. What we're looking for is the leader who can bring those systems to life through people and build a winning Customer Care team.

For the right person, Customer Care isn't a department they manage.

It's their calling.

They want to make an impact on people's lives. They want customers to feel cared for. They want to develop people into exceptional team members. They want to create a culture where serving others isn't something we have to remind people to do—it's simply who we are.

And they have a bias toward action.

This isn't slow, methodical work where you have days to think through every decision. Customers need answers. Problems need owners. Team members need direction. Priorities can change quickly.

You need to be able to assess the situation, make a decision, mobilize your team, and drive it to a result.

That doesn't mean being careless. It means knowing when you have enough information to move—and then moving.

If a customer is promised something and we drop the ball, it bothers you.

If you hear about a customer who isn't getting the experience they deserve, you feel compelled to do something about it now.

And when your team goes above and beyond and creates an incredible experience for a customer, that's a win you genuinely care about.

If that describes you, keep reading.

Ask Yourself

1. Do you believe serving and taking care of people is something you're called to do?
2. Do you get genuine energy from creating an exceptional experience for customers?
3. Would a dropped customer commitment bother you until you knew it had been made right?
4. Do you love building, coaching, and developing a team that wins together?
5. Can you make good decisions quickly, create urgency, and drive your team toward results?

If you answered YES to those questions, we want to talk to you.

What You'll Own

Your responsibility is simple to describe but significant:

Build and lead a winning Customer Care team that takes exceptional care of our customers.

You'll:

• Own the overall customer experience
• Lead, coach, and develop the Customer Care team
• Build a culture where taking care of the customer is personal
• Create a sense of urgency around customer needs and commitments
• Set clear expectations and hold the team accountable
• Make decisions and keep work moving forward
• Ensure customer commitments are followed through to completion
• Make sure nothing falls through the cracks
• Coach your team to take ownership rather than pass problems along
• Lead through difficult and escalated customer situations
• Remove roadblocks and drive issues to resolution
• Develop team members into stronger customer advocates
• Conduct regular one-on-ones, coaching, and performance conversations
• Monitor Customer Care KPIs and use them to drive performance
• Recognize and celebrate exceptional customer care
• Hire and develop people who share our passion for serving others
• Advocate for the customer throughout Watchmen
• Continuously challenge the team to raise the standard of what an exceptional customer experience looks like

Who We're Looking For

We're looking for a leader with a servant's heart, a winner's mentality, and a bias toward action.

Someone who:

• Has a deep passion for serving people
• Takes customer commitments personally
• Has an unusually high level of ownership
• Moves with urgency and creates momentum
• Makes decisions instead of allowing issues to stall
• Can manage multiple priorities without becoming overwhelmed
• Drives things through completion
• Loves leading and developing people
• Gets satisfaction from watching their team succeed
• Doesn't tolerate things falling through the cracks
• Sets high standards and holds people accountable
• Isn't afraid of difficult conversations
• Leads by example
• Remains calm when things go wrong and takes charge
• Looks for opportunities to turn a frustrated customer into a loyal advocate
• Believes their team's performance is a reflection of their leadership
• Wants responsibility, ownership, and the opportunity to make a meaningful impact

The Pace

This role moves fast.

You won't always have the luxury of working through one issue at a time or analyzing every possible option before making a decision.

A customer may need an answer while a team member needs direction and another issue needs to be escalated—all at the same time.

The right person doesn't get paralyzed by that environment.

You prioritize. You decide. You communicate. You move.

You know the difference between a decision that requires careful analysis and one that simply needs to be made.

Most importantly, you create that same sense of urgency in your team.

We aren't looking for activity. We're looking for results.

What Winning Looks Like

Customers don't have to chase us.

Commitments don't disappear.

Problems aren't passed around.

Issues don't sit unnecessarily waiting for someone to make a decision.

Our team takes ownership and moves with urgency.

When we make a mistake, we own it and make it right.

Our customers know that when they call Watchmen, someone cares about what happens next—and they're going to do something about it.

And the Customer Care team becomes known throughout Watchmen as a group of people who genuinely love serving our customers and refuse to let each other—or the customer—down.

That's the team we want you to build.

Work Environment

• Highly engaging office environment similar to an NBC mockumentary
• Positive, people-centric culture
• Fast-moving, entrepreneurial small-business environment
• High level of ownership and accountability
• Open and honest team environment where issues are brought to the surface and solved