Customer Care Manager

Customer Care Manager focuses on develop a high-performing customer care team through clear expectations, regular feedback and strong accountability.

Confirmed role details

• Develop a high-performing Customer Care team through clear expectations, regular feedback and strong accountability.

Candidate fit

• Minimum of 5 years' experience managing and developing high-performing Customer Care teams within an ecommerce business.
• Develop supervisors, team leaders and customer service advisors.
• Comfortable operating in fast-paced environments where priorities can shift quickly.

Additional role context

• Review platforms and all customer contact channels.
• Maintain clear standards for response times, resolution times, quality, tone of voice and overall customer experience.
• Maintain strong service levels and customer satisfaction scores during both standard trading periods and peak demand events.