Job Description

The Manager, US Customer Service leads and develops a remote team of Retention Specialists, focusing on delivering exceptional customer experiences and driving team performance. They will implement action plans for continuous improvement, collaborate cross-functionally, and lead initiatives to enhance the customer journey.

Responsibilities

• Lead and manage a team of Retention Specialists
• Drive team performance and KPIs
• Create a culture of ownership and accountability
• Collaborate cross-functionally
• Lead initiatives to improve customer journey
• Assist with hiring, onboarding, and training

Requirements

• 4+ years of customer experience or support leadership
• Experience managing high-volume customer service teams
• Strong understanding of key CX metrics
• Experience with CX platforms
• Excellent communication skills
• Strong analytical skills
• Comfortable working in a fast-paced environment
• Weekend and holiday availability
• Bachelor’s degree or higher preferred

Benefits

• No benefits