Customer Service Manager
Greenlight Planet
Manager, Client Experience – Technical
Boldr
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Maintain and nurture Boldr’s Client relationships; act as a business owner taking full accountability for Client and team success.
- Develop, empower, supervise, and manage Team Captains; oversee hiring, onboarding, training, quality assurance, tool optimization, and team building.
- Manage day-to-day Client communication, performance reporting, training, and escalation management.
- Monitor compliance against SLAs and achievement of Client KPIs; create and manage Client contracts such as MSAs and SLAs.
- Execute daily and weekly reviews of operational performance with Client stakeholders and Boldr leadership.
- Facilitate Client Business Reviews in partnership with SBU Head; organize Boldr team to create reviews.
- Partner with internal departments (Implementation, Client Solutions, Finance, IT, People Experience, Office Operations) for operations and issue resolution.
- Update Hubspot deal cards, ensure invoicing items are correct, and follow up with clients on invoicing and billing issues.
- Maintain Client schedules (Weekly Updates, Monthly Business Reviews, Quarterly Reviews), documentation, and identify process improvements.
- Coordinate training and onboarding for new hires and provide ongoing knowledge sharing and feedback collection.
- Use Google Suite heavily for reporting and documentation; leverage data to generate reports and assess program health.
- Identify performance issues, conduct root cause analysis, and drive actions to improve KPIs and operational excellence.
Requirements
- Bachelor's/College Degree of any related field you’re passionate about!
- 2+ years in a Client facing role.
- 2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries
- 2+ years people management experience.
- Manipulate Excel or Google Sheets, and Google Slides to be helpful with the reporting work you’ll be responsible for.
- Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
- Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
- Read, research, and draft letters, emails, and documents.
- Identify complex problems and review related information to develop and evaluate options and implement solutions.
- Speaking in a public setting and delivering presentations to individuals and groups.
- Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.
- Familiarity with Google Suite of Services (Gmail, GDrive, Sheets, Slides, Docs) is a must.
- Experience with Hubspot is a plus.
- Experience optimizing platforms such as ZenDesk, TalkDesk, Shopify applications is a plus.
- Know how to use data to generate reports and assess program health and take action to mitigate or improve.
