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Senior Customer Happiness Team Manager – Secondment
Naked WinesSenior Customer Happiness Team Manager managing US customer service operations in a hybrid role. Facilitating stakeholder communication and ensuring performance across multiple channels.
About the role
Key responsibilities & impact- Responsible for upholding company mission, vision, and values.
- Serves as the primary operational point of contact and senior liaison for US-based stakeholders, communicating market-specific updates, promotional impacts, and localized customer feedback to the broader team.
- Coordinates day-to-day workflow, shift handovers, and resource allocation across the team to ensure multi-channel SLAs (Phone, Email, Live Chat) are met consistently.
- Owning the completion of, documentation of, and reporting of US CHT stats (different parts can be delegated, but responsible for verifying their completion and ensuring delivery to stakeholders).
- Acts as the definitive escalation point and tie-breaker for supervisors regarding policy interpretations, gray-area customer resolutions, and cross-team operational bottlenecks.
- Aggregates and contextualizes daily/weekly team performance statistics, delivery trends, and friction points for delivery directly to the Service and Performance Director and US stakeholders.
- Facilitates calibration sessions among supervisors and gurus to ensure consistency in performance appraisals, coaching methods, and quality standards.
- Identifies systemic operational hurdles impacting the US market and collaborates with the Director to trial and implement localized process adjustments.
- Continues to perform standard team manager functions for direct reports (supervisors/gurus), including performance reviews, coaching, and objective setting.
- Special coordination tasks or pilot projects as assigned by the Service and Performance Director to evaluate the ongoing necessity of this interface role.
- Directly manages, coaches, and mentors agents and guru/s reporting into them.
- Helps manage, coach, and mentor all supervisors and/or gurus, regardless of reporting lines, focusing on developing their leadership capabilities.
- Coordinates the daily distribution of work across teams during volume spikes or staffing shortages.
- Conducts performance evaluations and supports professional development plans for direct reports.
- Handles elevated disciplinary or sensitive employee relations matters in partnership with HR and the Director.
Requirements
What you’ll need- Bachelor’s degree in business administration, communication, or a related discipline is preferred.
- At least 5 years of customer service experience, with a proven track record in a supervisory or team manager capacity.
- Demonstrated experience collaborating with cross-functional or international stakeholders (specifically within the US market context).
- Proven ability to mediate disputes, resolve operational bottlenecks, and make confident, fair decisions under pressure.
- Strong proficiency with MS Office Suite (Excel, PPT) and/or Google Workspace, with an ability to interpret data trends.
- Deep knowledge of US e-commerce customer expectations, delivery networks, and shipping methodologies.
- Exceptional relational skills; a natural collaborator who can align differing perspectives across teams.
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Naked Wines Website LinkedIn All Job Openings 201 - 500 employees Founded 2008 🛍️ eCommerce 👥 B2C 🏪 Marketplace eCommerce
- B2C
- Marketplace Naked Wines is an innovative online wine retailer that connects wine lovers directly with independent winemakers. By cutting out the middleman, Naked Wines allows customers to enjoy high-quality wines at significant savings. The company supports winemakers by offering them a platform to produce exclusive wines in a free marketplace, backed by a community of members known as "Angels. " Naked Wines offers a hassle-free shopping experience without membership fees and provides its Angels exclusive access to premium wines, significant discounts, and other benefits. The company is recognized as USA TODAY's Best Wine Club and features award-winning wines from top regions like Napa Valley and Champagne. Senior Customer Happiness Team Manager – Secondment Job not on LinkedIn 🔥 31 minutes ago 🏢🏡 Sonoma – Hybrid ⏰ Full Time 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- Responsible for upholding company mission, vision, and values.
- Serves as the primary operational point of contact and senior liaison for US-based stakeholders, communicating market-specific updates, promotional impacts, and localized customer feedback to the broader team.
- Coordinates day-to-day workflow, shift handovers, and resource allocation across the team to ensure multi-channel SLAs (Phone, Email, Live Chat) are met consistently.
- Owning the completion of, documentation of, and reporting of US CHT stats (different parts can be delegated, but responsible for verifying their completion and ensuring delivery to stakeholders).
- Acts as the definitive escalation point and tie-breaker for supervisors regarding policy interpretations, gray-area customer resolutions, and cross-team operational bottlenecks.
- Aggregates and contextualizes daily/weekly team performance statistics, delivery trends, and friction points for delivery directly to the Service and Performance Director and US stakeholders.
- Facilitates calibration sessions among supervisors and gurus to ensure consistency in performance appraisals, coaching methods, and quality standards.
- Identifies systemic operational hurdles impacting the US market and collaborates with the Director to trial and implement localized process adjustments.
- Continues to perform standard team manager functions for direct reports (supervisors/gurus), including performance reviews, coaching, and objective setting.
- Special coordination tasks or pilot projects as assigned by the Service and Performance Director to evaluate the ongoing necessity of this interface role.
- Directly manages, coaches, and mentors agents and guru/s reporting into them.
- Helps manage, coach, and mentor all supervisors and/or gurus, regardless of reporting lines, focusing on developing their leadership capabilities.
- Coordinates the daily distribution of work across teams during volume spikes or staffing shortages.
- Conducts performance evaluations and supports professional development plans for direct reports.
- Handles elevated disciplinary or sensitive employee relations matters in partnership with HR and the Director. 🎯 Requirements
- Bachelor’s degree in business administration, communication, or a related discipline is preferred.
- At least 5 years of customer service experience, with a proven track record in a supervisory or team manager capacity.
- Demonstrated experience collaborating with cross-functional or international stakeholders (specifically within the US market context).
- Proven ability to mediate disputes, resolve operational bottlenecks, and make confident, fair decisions under pressure.
- Strong proficiency with MS Office Suite (Excel, PPT) and/or Google Workspace, with an ability to interpret data trends.
- Deep knowledge of US e-commerce customer expectations, delivery networks, and shipping methodologies.
- Exceptional relational skills; a natural collaborator who can align differing perspectives across teams. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs
ATS Keywords
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Hard Skills & Tools
customer servicesupervisory experiencedata interpretationperformance evaluationcoachingresource allocationprocess adjustmentconflict mediationoperational bottleneck resolutionperformance appraisal
Soft Skills
communicationcollaborationleadershipproblem-solvingdecision-makinginterpersonal skillsmentoringcoachingorganizational skillsrelationship management