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Customer Service Operations Manager
hace 2 meses
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions with leading American companies.
Job Title: Customer Service Manager
Location: Remote (EST Time zone)
Salary Range: up to 1800 USD
Work Schedule: Monday Friday, 9:00 AM to 5:00 PM (EST)
Job Overview:
We are seeking a highly organized and experienced Customer Service Manager to lead and oversee our customer service operations. In this role, you will manage the customer support team, oversee staffing levels, establish and monitor KPIs, and ensure the team maintains excellent communication and service standards.
Key Responsibilities:
- Manage customer support team, staffing levels, and schedules.
- Analyze phone and email software analytics to monitor KPIs and performance metrics.
- Lead team meetings, provide regular feedback, and track team progress.
- Establish and maintain a positive company culture within the customer service team.
- Create, manage, and distribute Standard Operating Procedures (SOPs) and resources.
- Develop and implement customer service training schedules and structures.
- Assist team members with day-to-day client inquiries, setting an example for excellent service.
- Oversee feedback collection and work to continuously improve customer service delivery.
Qualifications:
- Proficiency with ClickUp, MS Excel, MS Word, and general MS Office products.
- Strong leadership and multi-tasking skills with the ability to manage a team remotely.
- Excellent English-speaking skills (both written and verbal).
- Ability to lead by example and foster a positive, results-driven team environment.
- Outgoing and friendly personality.
Nice-to-Haves:
- Prior experience managing customer service teams.
- Familiarity with analytics tools and customer feedback management.
- Experience developing training programs and SOPs.
Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.
