Assistant Manager, Customer Care

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We’re Looking For A(n): Assistant Manager, Customer Care

Location: Remote

What You’ll Be Doing: As the Assistant Manager of Customer Care, you will support the daily operations of the customer care department across all contact channels — phone, email, chat and others — ensuring high-quality service and customer satisfaction. Working closely with the Sr. Customer Care Manager, you will oversee and guide a team of supervisors, each managing their own teams, to ensure performance goals are met. You will monitor team performance, provide coaching, assist with escalated customer issues, and implement best practices to enhance service quality across every channel. In addition, you will foster a culture of collaboration, continuous improvement, and accountability, ensuring alignment with company objectives and driving exceptional customer support across all levels.

• Implements process improvements across customer support operations to enhance workflow efficiency and overall team performance
• Assumes supervisory responsibilities as needed to ensure consistent leadership and operational continuity for frontline Customer Care teams
• Analyzes KPI dashboards and performance data to identify trends, reporting gaps, and areas for improvement, initiating corrective action to maintain team effectiveness
• Coaches and develops Supervisors on leadership and team management practices to build consistent performance and support their professional growth
• Evaluates Supervisor performance against established standards to ensure coaching, QA, and team management practices are applied accurately and consistently across all teams
• Holds Supervisors accountable for Representative performance outcomes to ensure teams meet established call, email, and chat metrics, customer feedback, and quality standards
• Resolves escalated issues referred by Supervisors to ensure timely resolution, escalating further to the Senior Manager when necessary
• Assesses training needs across Representative and Supervisor populations and leads the development of targeted programs to address skill gaps and support performance goals
• Supports the development and execution of departmental goals, policies, and long-term strategies to advance the overall effectiveness of the Customer Care organization
• Oversees timesheet approval and timekeeping compliance for all direct reports to ensure payroll accuracy and adherence to scheduling and labor guidelines
• Interviews, evaluates, and selects candidates for Representative, Supervisor, and supporting roles to ensure alignment with team culture and performance expectations
• Prepares and presents performance reports to the Senior Manager of Customer Care to communicate team progress, project milestones, and operational trends that inform decision-making
• Partners with Training, QA, Workforce Management, and cross-functional teams to align on priorities and support departmental and business goals
• Reinforces departmental standards of accountability and customer focus, including data privacy practices and appropriate use of systems and tools, to maintain consistent expectations and a high-performing team environment
• Champions the use of AI-based productivity tools (e.g., Claude, ChatGPT, Microsoft Copilot) to streamline routine tasks such as drafting communications, summarizing reports, and improving personal and team efficiency, in accordance with company data and privacy guidelines
• Performs additional duties as assigned to support department or company initiatives

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Leadership & Team Development: Ability to inspire and guide teams toward achieving performance goals through effective delegation, coaching, and mentorship. Develops leadership capabilities in others and contributes to building a positive and inclusive work environment
• Performance Management & Execution: Applies Key Performance Indicator (KPI) dashboards and performance data to identify trends, implement improvement strategies, and meet departmental objectives. Ensures accountability through consistent feedback and performance coaching
• Communication & Collaboration: Communicates clearly and professionally across all levels of the organization. Partners effectively with cross-functional teams and con…