Customer Care Manager

Remote
Full Time
Main Location
Boston, MA, United States
Open jobs

Job Description

The Customer Care Manager is in charge, for one or several countries/ product groups, to manage the team who provides Technical Support and Customer Care support to our customers. The Customer Care Manager needs to take active lead in communications, team activity coordination, reporting, training the new joiners or other colleagues, advising colleagues on daily challenges and being active driver of project related team activities. The CC Manager is in cooperation with the different teams such as Sales, Customer Success, Product Engineering etc in EMEA, and works in partnership with the global Customer Care organization.

Roles and responsibilities:

Organize team

  • Ensure skilled and trained team is available to meet Key Performance Indicators. Ensure right staffing is in place at all time with the right skills. Plan resource needs considering seasonality, availability, required skills, projects, systems changes, etc... Plan recruitments and training with the support functions. Organize functional / language backup and efficient case transfer. Ensure internal customers are being kept informed and buy-in solution.

Monitor performance

  • Review, analyze, drive action plans, communicate on Key Performance Indicators. Validate the reports that provide those KPIs. Run the reports at the right frequency, review the results and determine required action plans, maintain or improve performance. Communicate those action plans to the team, related functions and internal stakeholders. Monitor progress.
  • Determine customer-related action plan when required, interface with other functions if necessary to get to the resolution.  Ensure right communication with customer and internally.
  • Manage service-related customer claims. Provide solution or forward case to the responsible function for resolution.
  • Work closely with the EMEA Quality Manager on improvement and development projects, actions.

Enforce process

  • Ensure official processes are well implemented and maintained within the Customer Care team. Work closely with the EMEA Quality Manager on process improvement, documentation, process implementation. Request for training needs, process adjustments, clarification and controls the implementation of those.

Manage projects

  • Initiate or lead change and / or improvement projects or represent function in project managed by others. When leading projects, identify potential improvement projects, qualify / prioritize and plan. Ensure adequate resources are planned and will be made available. Ensure objectives and scope of project is clearly defined and communicated as well as roles & responsibilities and timing. Coordinate project and provide clear statuses. Measure results and communicate.
  • When participating to projects led by others, ensure good comprehension of the objective, scope, and timing. Plan for resources and ensure availability. Communicate and validate clear and complete requirements. Validate changes. Ensure internal customers are being kept informed and buy-in solution.

People Management, including administrative tasks.

  • Hold 1:1 meetings with team members
  • Organize regular team meetings
  • Ensure correct tracking of holiday, overtime and sickness to avoid impact on payroll
  • Provide regular feedback to team members (motivational and corrective)
  • Develop and empower team members and potentials
  • Responsible for leadership and development of direct reports in the team (carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, support team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions, determination of further training measures, etc.)
  • Meet with other managers to discuss possible improvements to customer service
  • Learn about the company’s products or services and keep up to date with changes
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

Requirements:

  • University degree
  • 3 years+ experience on the field required, preferably in the SSC industry
  • 2 years+ people management experience in Customer Care
  •  Excellent verbal, written communication and decision-making skills
  •  Excellent organizational skills and outstanding attention to detail
  • Ability to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
  • Solid English knowledge is a must (written and verbal),knowledge of an other European language is a plus
LogMeIn offers
  • Opportunity to work in full remote mode within Hungary
  • Financial support to build your own home office setup
  • On-demand place in our Astoria downtown office
  • Wide variety of creative team building activities
  • Free choice of hardware for work
  • Private health insurance
  • Charity and volunteering opportunities
  • Eternal source of professional literature in our e-book program
  • Monthly self-care days to steam off
  • Inclusive, humane and Covid-cautious environment in the future of work

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Customer Care Manager
Logmein, Inc.