FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Provide effective supervisory leadership aligned with ProDriven Global Brands policies and values, ensuring all customer care practices support a high‑quality, customer‑focused environment.
- Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction.
- Monitor capacity, workflow, and resource allocation to maintain response times across all inquiry types.
- Develop strategies to prevent backlogs resulting from increased volumes or staffing shortages.
- Identify the root-cause for process issues that impact SLA compliance and work cross-functionally to implement actions that resolve issues.
- Identify and eliminate barriers affecting accuracy, productivity, and quality, including executing routine service audits.
- Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations.
- Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution.
- Partner with internal teams to resolve customer inquiries and concerns.
- Support daily operations by assisting with calls, emails, or order entry when required.
- Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels.
- Establish, communicate, and achieve individual and team performance goals.
- Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth.
- Conduct documented monthly one-on-one meetings focused on performance, development, and key discussion topics.
- Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences.
- Maintain accountability by applying policies and performance management practices consistently and fairly.
- Identify high‑potential team members and support their development toward expanded responsibilities or future leadership opportunities.
- Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement.
- Cultivate a collaborative and innovative team culture focused on operational excellence and exceptional customer outcomes.
- Own the customer experience and act in ways that turn customers into promoters of our products and services.
- Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation.
- Provide timely, accurate, and transparent communication that establishes clear expectations for customers.
- Encourage customer adoption of available self‑service tools and resources.
- Demonstrate professionalism, resilience, and focus in a high‑volume, time‑sensitive environment.
- Win as a team by collaborating and embracing innovative ideas.
- Performs other duties as assigned within the scope of responsibilities and requirements of the job.
Requirements
What you’ll need- Bachelor’s degree in Business Administration or a related field preferred or equivalent work experience required.
- 3~5 years of direct experience required
- 5 years of direct experience managing a high-performing Customer Care, Product Support or similar organization required
- Proven ability to lead, develop, and scale teams in a fast-paced, customer-focused environment
- Strong analytical and problem-solving skills with a focus on data-driven decision-making
- Excellent communication and cross-functional collaboration skills
- Intermediate level Microsoft Outlook, Word, PowerPoint skills
- Intermediate level Microsoft Excel skills
- Experience leading teams of 10 or more employees.
- Demonstrated ability to support teams handling diverse call types, including product questions and order entry.
- Strong interpersonal, verbal, and written communication skills with the ability to lead team meetings and collaborate cross‑functionally.
- Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast‑paced setting.
- Leverage prior management experience to drive team performance, accountability, and continuous improvement initiatives
- Foster a culture of professionalism, accountability, and customer-first mindset across the team.
Benefits
Comp & perks- 0% ~ 10% travel domestically required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data-driven decision-makingperformance managementcoachingservice auditsresource allocationSLA managementprocess improvementcustomer care managementteam performance evaluationorder entry
Soft Skills
leadershipcommunicationcollaborationproblem-solvingorganizational skillsattention to detailprofessionalismresiliencecustomer-focused mindsetteam engagement