Customer Care Manager - (Remote, US)

About the position

The Customer Care Manager role at EverCommerce is focused on delivering exceptional customer experiences and outcomes across various products and customer segments. This position is crucial in executing strategic initiatives to enhance customer satisfaction and retention, while also leading and developing the Customer Care team to achieve departmental objectives.

Responsibilities
• Leading, coaching and guiding direct reports on leading practice customer service principles and practical application.
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• Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk.
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• Assisting the Head of Global Customer Support and Organizational Risk to develop team level initiatives that will improve efficiency and optimize operations of the Customer Care department.
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• Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions.
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• Monitoring operational efficiency of tools, processes and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes.
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• Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks.
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• Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved.
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• Driving high customer satisfaction across all Customer Care channels.

Requirements
• 5+ years' experience in a Customer Manager role.
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• Vision and leadership skills to delegate tasks and set clear goals.
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• Ability to innovate and seek better ways to address customer pain points.
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• Commercial mindset with attention to detail to drive results that meet commercial goals.
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• Excellent resource and time management skills.
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• Strong relationship management skills with core internal partners.
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• Ability to learn quickly and adapt to new challenges.
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• Practices attentive and active listening skills.
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• Team player who encourages collaboration and can solve problems effectively.
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• Strong planning and delivery skills to scope out tasks and deliver projects on time.

Nice-to-haves
• Experience in the beauty and salon industry.
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• Familiarity with SaaS solutions and customer engagement applications.

Benefits
• Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid.
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• Continued investment in your professional development through Udemy.
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• Robust health and wellness benefits, including an annual wellness stipend.
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• 401k with up to a 4% match and immediate vesting.
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• Flexible and generous (FTO) time-off.
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• Employee Stock Purchase Program.
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• Student Loan Repayment Program.

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