Extend · 7 hours ago
Customer Care Manager
Remote, US
Full-time
Remote
Mid, Senior Level
$75K/yr - $85K/yr
5+ years exp
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Responsibilities
Oversee internal and BPO contact center operations to ensure adherence to SLAs, KPIs and customer experience goals, consistently meeting or exceed performance standards
Foster a positive, customer-focused culture, aligning team with the company’s customer service values and goals
Monitor daily, weekly, and monthly performance metrics, including service levels, quality scores, customer satisfaction scores, and productivity
Prepare and present detailed performance reports and agent scorecards including metrics, trends, and action plans
Develop and implement individualized coaching, development, and action plans both internally and with the BPO to address performance gaps, enhance team skills, and continuously improve service delivery
Conduct quality monitoring, audits, and feedback loops, to maintain high service standards and ensure compliance to processes
Manage internal and BPO staffing levels to ensure adequate coverage and alignment with forecasted volumes and service targets
Analyze data to identify trends, root causes of performance issues, and areas for improvement
Provide insights and recommendations based on data analysis to drive best practices
Ensure contact center agents comply with company policies, regulatory requirements, and industry best practices
Lead initiatives for process improvements, working with cross-functional teams to implement solutions that enhance customer experience and operational efficiency
Qualification
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Required
Minimum of 5 years experience in vendor management, contact center operations, BPO management, or claims management
Experience managing remote agents
Experience managing both voice and written channels in contact center operations
Proven track record in managing BPO partners, including performance management
Strong analytical skills with the ability to interpret data and make data-driven decisions
Excellent communication and interpersonal skills
Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
Results-oriented with a focus on achieving and exceeding targets
Problem-solving mindset with a proactive approach to identifying and resolving issues
Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment
Benefits
Full medical and dental & vision benefits
Stock in an early-stage startup growing quickly
Very generous, flexible paid time off policy
401(k) with Financial Guidance from Morgan Stanley
Company
Extend
Extend allows any merchant to offer extend warranties and protection plans through our easy-to-integrate APIs or pre-built eCommerce applications.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$320.4MKey Investors
SoftBank Vision FundMeritech Capital PartnersGreatPoint Ventures
2021-05-18Series C· $260M
2020-10-15Series B· $40M
2019-11-06Series A· $16.4M
Leadership Team
Woodrow H. Levin
Founder and CEO
Joe Moss
Founder and Chief Product Officer
Recent News
2024-11-02
Coverager - Insurance news and insights
2024-05-29
Company data provided by crunchbase
