Customer Care Manager

Managing a team of Customer Service Representatives and Senior Customer Service Representatives, the full-time remote Customer Care Manager will focus on team development, performance management, and maintaining the health of the omni-channel queue. Key responsibilities Oversee a team of CSRs and Senior CSRs, conducting regular performance management and feedback sessions Coach team members by providing actionable feedback based on partner interactions Monitor and adjust staffing and queue health metrics in collaboration with other managers and the Director of Customer Care Required qualifications 3+ years of experience managing individual contributors in a customer experience or support environment Proficiency with customer experience metrics such as TFR, TRES, ASA, and CSAT Experience in hiring, coaching, and retaining frontline support talent Familiarity with omni-channel support tools, including chat, email, and video conferencing Bachelor's degree preferred, but not required