Customer Care Manager - Greenville, South Carolina at Tech24 – Greenville, South Carolina

Customer Care Manager

Tech24

Location: Greenville, SC

Compensation Range: $80,000 - $90,000 Annually

Why Join Tech24?

At Tech24, we invest in our people so they can focus on delivering exceptional service. When you join our team, you can expect:

Weekly Pay – Reliable pay, every weekFully Equipped for Success – Company computer and equipment provided Work-Life Balance – Generous paid time off, paid holidays, and your birthday offComprehensive Benefits – Medical, dental, vision, and short-term disability coverage (effective 1st of the month following your date of hire)Company-Paid Protection – Long-term disability and basic life insurance at no cost to youRetirement Planning Made Easy – 401(k) with company match and immediate vestingEmployee Assistance Program (EAP) – Free, confidential counseling and support for you and your family, including financial and legal resources

Position Summary

The Customer Care Manager is responsible for leading the customer service department to ensure high levels of satisfaction, loyalty, and efficient daily operations.

How You'll Spend Your Time:

Coach a group of Account Coordinators and Inbound agents to process new service requests as well as provide updates throughout the life cycle of the service.Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvementsCollaborate with cross-functional stakeholders to align support operations with broader business and customer objectivesUtilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategiesChampion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements.

How you'll contribute:

Coach, lead, and develop a high-performing team to deliver consistent, empathetic, and compliant customer experiences; set customer experience standards, run quality assurance reviews, provide regular coaching, and manage performance plans.Exhibit versatility and adaptability by managing diverse roles and responsibilities, responding effectively to shifting priorities and business needs to enhance team performance.Work collaboratively with internal teams to refine the customer experience, actively identifying and overcoming obstacles for customer satisfaction.Foster meaningful human connections by employing empathy to deeply understand and meet customer needs, leading to exceptional customer experiences.Own customer enablement for new business: equip agents with consultative education on products and strategies to identify needs, and present solutions while adhering to regulatory requirements.Lead the customer retention strategy end-to-end: define retention criteria, design outreach processes and scripting, run controlled pilots to measure efficacy, and partner with business leads to operationalize successful approaches; establish analytics to monitor retention outcomes.Maintain coverage and team readiness; align staffing and workflows to meet customer demand within established schedules.What we're looking for:

Experience successfully leading a hybrid/remote workforce