Job Description
- *Job Title:** Experienced Senior Manager of Customer Care and Escalations – Remote Opportunity at careerzynith
- *Job Description:**
At careerzynith, we're on a mission to revolutionize the way governments and organizations interact with their citizens. As a Senior Manager of Customer Care and Escalations, you'll play a pivotal role in ensuring that our customers receive exceptional support and service. If you're a seasoned leader with a passion for delivering world-class customer experiences, we want to hear from you.
- *About careerzynith:**
careerzynith is a leading provider of digital solutions for governments and organizations around the globe. Our innovative products and services empower our customers to make a positive impact on their communities. With a remote-first approach, we've built a diverse and dynamic team that's passionate about making a difference.
- *Your Impact:**
As a Senior Manager of Customer Care and Escalations, you'll be responsible for leading a high-performing team of customer care professionals. Your primary focus will be on resolving high-level customer care issues and escalations, while identifying systemic problems and driving positive change within our organization. You'll serve as a crucial link between our Technical Support team and other internal departments, delivering enhanced support to our strategic accounts and government experience (GX) cloud services customers.
- *Key Responsibilities:**
- Lead and Supervise: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations.
- Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures.
- Communication: Effectively communicate with careerzynith executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally.
- Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives.
- Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements.
- Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders.
- Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate.
- Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them.
- *You'll Love This Job If:**
- You have a Bachelor's degree in a relevant field (e.g., business, communications, or a related field).
- You have 2+ years of project or program management experience, with a focus on customer care or professional services.
- You have 3+ years of prior managerial experience in customer care or professional services, with a proven track record of success.
- You possess exceptionally strong customer handling and conflict resolution skills, with the ability to effectively manage the needs of customers and the business.
- You're goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity.
- You have a relentless customer-centricity, with excellent communication skills, both verbal and written.
- You have experience working with, presenting to, and influencing senior executives.
- You're able to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
- *Preferred Qualifications:**
- Experience working cross-functionally with tech and non-tech teams.
- Lean and/or Six Sigma Certified.
- Familiarity with government or public sector environments and processes.
- Proficiency in Spanish and/or French.
- *Security and Privacy Requirements:**
- Responsible for careerzynith information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of careerzynith information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
- *Compensation and Benefits:**
- Salary: $68,000 - $89,000 per year, based on relevant experience, certifications, and education credentials.
- Benefits: careerzynith offers a competitive benefits package, including flexible time off, medical, dental, and vision insurance, 401(k) plan with matching contribution, paid parental leave, employer-paid short and long-term disability insurance, group term life insurance, and AD&D insurance, group legal coverage, and more.
- *The Team:**
- careerzynith is a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
- Our team is passionate about making a difference and is committed to building a transparent, inclusive, and safe space for everyone.
- *The Culture:**
- At careerzynith, we're building a culture that's centered around employee well-being, diversity, and inclusion.
- We offer a range of employee resource groups, coffee with Mark sessions, Microsoft Teams communities, and special guest speakers to discuss issues that impact our employee population.
- *The Impact:**
- We're proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place.
- We have many powerful success stories that illustrate how our solutions are impacting the world.
- *How to Apply:**
If you're a seasoned leader with a passion for delivering world-class customer experiences, we want to hear from you. Apply now to join our team and make a difference at careerzynith.
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