Customer Care Manager

Job Description

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager . In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes. This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.

Position is eligible for a performance bonus, in addition to base salary.

Responsibilities

Operational Management (Real-Time & Daily Execution)

• Monitor and manage real-time service operations, including:
  • Call and chat queues
  • Average speed of answer (ASA)
  • Abandon rates
  • Contact volume and backlog health
• Adjust staffing, priorities, and workflows to maintain service level targets
• Identify and respond to service disruptions or volume spikes
• Ensure consistent adherence to schedules, productivity expectations, and service standards

Team Leadership & People Management

• Directly manage approximately 50% of the Customer Care team
• Conduct regular 1:1 meetings, coaching sessions, and performance check-ins
• Provide ongoing mentorship, career development, and skill progression support
• Foster a positive, accountable, and high-performance team culture
• Lead performance reviews (daily, weekly, monthly) and goal setting

Performance Management & KPI Ownership

• Drive team performance across core KPIs, including:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Quality Assurance (QA) scores
  • Productivity and utilization metrics
  • Abandon rates and response times
  • Revenue influence and customer growth behaviors
• Hold team members accountable to predefined performance thresholds
• Use data insights to identify trends, gaps, and opportunities for improvement

Coaching & Quality Improvement

• Partner with the Service Quality team to:
  • Ensure accurate and consistent evaluation of customer interactions
  • Identify coaching opportunities and performance trends
• Deliver targeted coaching to improve:
  • Customer experience quality
  • Technical accuracy and problem resolution
  • Communication and solution-selling behaviors
• Track and measure effectiveness of coaching efforts over time

Customer Experience & Continuous Improvement

• Champion a high-quality, consistent customer experience across all interaction channels
• Analyze patterns in customer interactions to identify process or product issues
• Drive initiatives to improve:
  • Customer satisfaction
  • Efficiency and time-to-resolution
  • Customer retention and engagement
• Partner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issues

Revenue Influence Leadership

• Reinforce and coach behaviors that drive customer value, including:
  • Effective discovery and recommendation of solutions
  • Identification of expansion opportunities
  • Customer adoption and retention support
• Ensure team balances customer experience with revenue-generating opportunities
• Monitor and improve revenue influence metrics without reliance on quotas

Administrative & Operational Responsibilities

• Ensure accurate documentation, reporting, and KPI tracking
• Support workforce planning, scheduling, and capacity management
• Participate in hiring, onboarding, and training of new team members
• Lead team meetings, communication updates, and organizational initiatives
• Complete all responsibilities as outlined in performance plans and assigned projects

Qualifications

• Bachelor's degree or equivalent experience preferred
• 5+ years of experience in customer service, technical support, sales, or account management
• 2+ years of people management or team leadership experience preferred
• Strong understanding of accounting principles (A/R) with work experience preferred
• Strong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.)
• Proven ability to coach and develop team members to improve performance
• Strong analytical skills with ability to interpret KPI data and drive decisions
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferred
• Familiarity with insurance or property estimating software solutions is a plus

Success Profile

• Consistently achieves or exceeds team performance targets across service, quality, and efficiency
• Demonstrates strong leadership presence and builds a high-performing, engaged team
• Effectively balances real-time operational management with long-term team development
• Drives measurable improvements in CSAT, FCR, and service levels
• Successfully embeds revenue-influencing behaviors without compromising customer experience
• Creates a culture of accountability, ownership, and continuous improvement

Role Scope & Structure

• Manages approximately 50% of the Customer Care team
• Works in partnership with a peer manager to ensure full team coverage
• Reports to a senior leader responsible for the Customer Care organization
• Operates in a high-volume, multi-channel support and solutions environment

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About Us

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.


For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer, testaments to the value we place on workplace culture.

We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Catastrophe and Risk Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.

Marketing Solutions - delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement

Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

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