Customer Service Manager

Bitcarra

Opportunity to join an early-stage startup that is rapidly expanding. We are looking for a customer service manager to join the team in either a remote capacity or from our newly formed UK office. We are looking for a self-starter that can drive user retention through strong relationships. Whilst also building a strong team and developing procedures, policies, and standards for the newly formed customer service department.

Being the central point of contact for client relationships, the Customer Support Manager will partner with the marketing and operations teams to drive customer satisfaction.

Customer Service Manager Responsibilities:

Improving customer service experience, create engaged customers, and facilitate organic growth

Taking ownership of customers issues and following problems through to resolution

Work closely with Chief Operating Officer on strategies focused on the mission.

Develop service procedures, policies, and standards

Keep accurate records and document customer service actions and discussions

Analyze statistics and compile accurate reports

Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Keep ahead of industry developments and apply best practices to areas of improvement.

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities

Requirements:

Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager

Experience in providing customer service support

Excellent knowledge of management methods and techniques

Proficiency in English

Working knowledge of customer service software, databases, and tools

Awareness of industry’s latest technology trends and applications

Ability to think strategically and to lead

Strong client-facing and communication skills

Customer service orientation

Qualifications

Bachelor’s degree or equivalent experience

3+ years of customer service

Excellent written and verbal communication skills

Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)