Customer Care Manager Jobs

The Customer Care Manager will be a high-energy and coaching-focused leader responsible for the growth and development of their team. The Customer Care Manager will create, develop, and support a collaborative and results-driven team culture as well as an environment that allows individuals to thrive and customers to receive best-in-class services. They will also build strong cross-functional relationships within the Operations and entire organization - interfacing regularly with sales, account management, procurement, engineering, product, operations and design - to ensure the success of customers.

Remote position but will be required to travel based on request with notice.

Other duties may be assigned on an as needed basis.

Primary Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty below

satisfactorily. Other duties may be assigned.

• Serve as a thought leader, customer advocate, and partner to your employees and customers.
• Help refine and standardize processes across the organization to help improve customer outcomes and increase the operational efficiency of the team.
• Create relationships that facilitate cross-functional collaboration and ensure product adoption and customer success.
• Manage a team of individual customer care and support representatives and analysts, as well as help drive the culture, pace, and performance expectations for your team.
• Set the direction/goals for the team that align with the broader organizational strategy.
• Responsible for ensuring individual team members and the entire team meet goals related to customer care activities, including inbound support, new customer implementations, and renewals. Key performance metrics include revenue and logo retention, CSAT and NPS.
• Hire and develop team to meet company growth targets while providing opportunities for team member’s professional growth and development.

Requirements

• Outstanding listening skills are an absolute must. Experience working with CRMs platforms a plus
• Proven track record of leading and building teams of individuals that consistently meet and exceed established goals.
• Strong empathy for customers and passion for revenue growth.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects).
• BA/BS degree or equivalent work experience.
• Experience directly managing and scaling a successful Customer Care or Customer Support team.

About You

• A strategic thinker with a knack for using the appropriate combination of data and judgment to guide decision making.
• Able to attract and retain talent, with a commitment to and passion for growing and developing internal talent.
• An enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others.
• Driven - nobody pushes you to excel, it's who you are, and you thrive in fast-paced environments.

Benefits

RTS provides each eligible employee a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary and are subject to change.

About RTS

RTS has ushered in a new era for waste and recycling solutions, through the use of data analytics and technology service offerings. RTS proprietary tracking system empowers both customers and waste haulers by providing real time data and accountability that increases efficiency and insight into waste and recycling service pickups. Headquartered in New York City, Recycle Track Systems team of data scientists, waste experts, and technologists remove inefficiencies in the waste management and recycling chain, creating an enhanced experience for customers and haulers. RTS invests in our Sales teams’ success by providing access to state-of-the-art systems and processes, industry-leading services, and the best leadership in the business. Our exceptional sales professionals help deliver satisfaction to our clients throughout North America. Our exceptional sales professionals do so much more than sell waste services. We are educators and leaders, with a passion for helping businesses through sustainability and using our proprietary technology to make our service exceptional. We provide waste management, recycling, sustainability solutions for our clients in various prestigious businesses