HighLevel · 1 day ago

Manager, Customer Care

United States

Full-time

Remote

Mid, Senior Level

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Responsibilities

Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.

Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.

Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.

Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.

Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability

Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT etc.

Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.

Drive results based outcomes on improvements in team overall performance and metrics.

Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications.

Continued training and development on new product features and launches for both the team and yourself.

Identifying areas of opportunity by analyzing trends in data.

Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.

Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.

Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.

Create and record training materials as needed to address internal training requirements.

Perform other duties as assigned or modified based on changing business needs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS software experienceCustomer-facing communicationData analyticsProject management skillsMentoringBasic computer skillsExcel skillsCollaboration skillsTime-management skillsDocumentation skills