Assistant Manager, Customer Care

Responsibilities

• Support daily operations of the customer care department across phone, email, and chat channels
• Oversee and guide a team of supervisors to ensure performance goals are met
• Monitor team performance, provide coaching, and assist with escalated customer issues
• Implement process improvements to enhance workflow efficiency
• Analyze KPI dashboards and performance data to identify trends and areas for improvement
• Coach and develop Supervisors on leadership and team management practices
• Resolve escalated issues referred by Supervisors
• Assess training needs and lead the development of targeted programs
• Oversee timesheet approval and timekeeping compliance
• Interview, evaluate, and select candidates for Representative and Supervisor roles
• Partner with Training, QA, and Workforce Management teams
• Champion the use of AI-based productivity tools to streamline routine tasks

Requirements

• 2+ years of management experience
• 5+ years of customer service experience across phone, email, and/or chat channels
• Proficiency in MS Office (Word and Excel) and Google Workspace
• Strong oral and written communication skills
• High School Diploma or equivalent

Preferred Qualifications

• Omnichannel customer support experience
• MS Office and Google Workspace expertise
• Familiarity with AI productivity tools like Claude, ChatGPT, or Copilot

Benefits

• 100% employer-paid medical, dental, and vision premiums for employee-only plans
• Annual bonus and potential quarterly KPI bonuses
• 401k matching up to 3.5%
• 6 paid sick and mental health days
• Employee Stock Ownership Plan
• Reimbursements for personal cell phone and internet usage
• Professional development opportunities and mentorship
• Employee Assistance Program and mental health benefits