Booksy

Customer Success Manager

Booksy

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • You are a data-driven WFM expert ready to take on a critical global role.
  • You will be building scalable, efficient, and flexible workforce plans that support Booksy's rapid business growth.
  • You'll build forecasting accuracy by using historical data, trends, seasonality, and core business drivers to create reliable short- and long-term volume forecasts.
  • You'll manage capacity planning by collaborating with finance and operations to create accurate headcount and capacity plans across all lines of business and geographies.
  • You'll drive scheduling and adherence by developing and managing agent schedules to meet service level objectives across all channels (chat, email, phone, etc.), monitoring shrinkage, adherence, and productivity trends.
  • You'll own WFM technology and optimization by implementing workforce tools and automation to streamline scheduling and intraday adjustments.
  • You'll lead real-time operations by monitoring performance and partnering with team leads to make critical intraday decisions to manage volume spikes, staffing gaps, and backlog.
  • You'll provide actionable insights by owning and improving WFM dashboards and reporting on key metrics (SLA, occupancy, forecast accuracy, utilization) and offering regular, valuable recommendations to stakeholders.
  • You'll shape strategy by contributing to outsourcing strategies, capacity planning for external partners, and vendor performance reviews.

Requirements

  • Provable, deep expertise and experience in Workforce Management, preferably within a global customer support or contact center environment.
  • Strong knowledge of WFM processes: forecasting, scheduling, real-time management, and reporting.
  • Proficiency in WFM platforms (e.g., Verint, NICE, Teleopti, Calabrio, or Zendesk WFM tools).
  • Excellent Excel/Google Sheets skills; experience with SQL or BI tools is a strong plus.
  • Solid understanding of multi-channel support operations (chat, email, phone, social).
  • An analytical mindset with strong attention to detail and proven problem-solving skills.
  • Excellent communication skills and the ability to influence and align strategy across functions.
Benefits
  • The opportunity to be part of something big - the world's fastest growing beauty marketplace
  • Flexible working hours and opportunity to work remotely within your country
  • Work in a welcoming team which is always ready to help
  • Opportunity to develop in an international environment - we have teams in 6 countries
  • Additional benefits that might differ depending on the location

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workforce managementforecastingschedulingreal-time managementreportingdata analysiscapacity planningproblem-solvingSQLBI tools
Soft skills
analytical mindsetattention to detailcommunicationinfluencecollaboration