Global Customer Care Leader
hace 6 horas
Remote is a global company that specializes in providing payroll, benefits, taxes, and compliance services to businesses worldwide. We strive to create a culture that values diversity, equity, and inclusion, and we are committed to making a positive impact on our employees' lives.
Job Description:
The Senior Customer Service Professional will be responsible for leading a team of Customer Care Specialists in delivering exceptional customer satisfaction. This role requires excellent leadership and interpersonal skills, as well as the ability to analyze and resolve complex customer issues. The ideal candidate will have a strong passion for customer experience and be able to collaborate effectively with other teams to improve customer service standards.
Responsibilities:
- Lead a team of Customer Care Specialists to achieve exceptional customer satisfaction.
- Manage team performance issues, provide constructive feedback, and development plans.
- Serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions.
- Identify underlying problems and take the initiative to fix root causes cross-functionally.
- Collaborate with various teams to optimize internal processes and workflows.
Requirements:
- Excellent leadership and interpersonal skills.
- Strong reporting and analytical skills.
- Exceptional communication and presentation skills.
- Experience working with SaaS companies (preferred).
- A strong passion for customer experience and eagerness to collaborate with other teams to improve it.
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