Customer Care Manager

Customer Care Manager

The Customer Care Manager is responsible for leading the day-to-day operations of the Customer Care team while fostering a culture of exceptional service, accountability, and continuous improvement. This role oversees team performance, coaches and develops Customer Care Specialists, and ensures customers receive timely, accurate, and empathetic support across all channels. The Customer Care Manager partners closely with cross-functional teams to improve customer experience, streamline support processes, and identify opportunities to enhance service delivery. This position requires a hands-on leader who is passionate about developing people, solving problems, and creating positive customer experiences while supporting business objectives.

Key Responsibilities:

• Lead, coach, and develop the Customer Care team, fostering a customer-first culture built on empathy, urgency, accountability, and professionalism.
• Manage daily Customer Care operations to ensure customer inquiries are assigned, prioritized, and resolved efficiently while meeting service level expectations.
• Monitor team performance through established KPIs, including customer satisfaction, first contact resolution, response times, ticket backlog, and quality metrics.
• Conduct regular one-on-one meetings to provide coaching, performance feedback, and career development support.
• Lead team meetings to communicate priorities, company updates, operational changes, and departmental goals.
• Identify process improvement opportunities and recommend enhancements that improve efficiency and the overall customer experience.
• Maintain and update customer service policies, procedures, knowledge base articles, and standard operating procedures.
• Partner with cross-functional teams, including Operations, Sales, Marketing, eCommerce, Quality, and Logistics, to resolve customer issues and improve the end-to-end customer journey.
• Review customer interactions and quality metrics to ensure consistency, accuracy, and adherence to company standards.
• Assist with reporting on customer care performance, trends, and key metrics to leadership.
• Support workforce planning by identifying staffing needs and managing schedules to meet customer demand.
• Participate in the recruitment, interviewing, onboarding, and training of Customer Care team members.
• Ensure team members are equipped with the tools, training, and resources needed to deliver outstanding customer service.
• Serve as a subject matter expert on customer care systems and processes while supporting system enhancements and new technology implementations.
• Handle escalated customer concerns with professionalism and sound judgment, driving timely resolution.

Qualifications:

• Bachelor's degree in Business, Communications, or a related field preferred.
• Experience with Vonage, Hubspot or other CRM platforms and Shopify.
• 46 years of customer service experience, including at least 3 years of people leadership or supervisory experience.
• Experience leading customer support teams within an eCommerce, retail, consumer products, or health and wellness environment preferred.
• Demonstrated ability to coach, develop, and motivate employees while building a positive, high-performing team culture.
• Strong interpersonal, communication, and conflict resolution skills.
• Passion for delivering exceptional customer experiences with empathy and professionalism.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience analyzing customer service metrics and using data to improve team performance and customer satisfaction.
• Proven ability to collaborate effectively across departments to resolve customer issues and improve business processes.
• Experience with CRM and customer support platforms such as Zendesk, HubSpot, Shopify, Salesforce, Vonage, or Microsoft Dynamics NAV preferred.
• Experience supporting both B2B and DTC eCommerce businesses within consumer packaged goods, food, supplements, or wellness industries is a plus.
• Proficient in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.

Physical Requirements:

• Ability to perform computer-based work for extended periods, communicate effectively through written, verbal, and virtual channels, participate in meetings, and occasionally lift up to 10 pounds.

Charlotte's Web offers a diverse, quality work environment, a great compensation package, and a comprehensive benefits package. Our benefits include medical/dental/vision insurance, pet insurance, 401K match, short and long-term disability, flexible PTO, and sick time. Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. We are an Equal Opportunity Employer.