Customer Care Manager

Customer Care Manager 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