Customer Service Manager

We are hiring a Customer Service Manager for mobility solutions start-up company located in Los Angeles. In this role, you will ensure that the needs of customers are satisfied through excellent customer service. You will be defining the processes and protocols for all of customer service operations including customer management and call center management.
 
What you will do: 
  • Manage customer relationship team and call center operations
  • Continuously improve customer service processes to ensure the best customer experience
  • Definition and implementation of call center policies and procedures with operational partners
  • Execution of operations strategy related to customer services
  • Responsible for maintaining documentation of customer service
  • Updating or creating support articles and FAQ documentation for existing and new features
  • Gathering and quantifying user reviews and customer satisfaction data for business intelligence insights
  • Manage issue/incident management process and support as an escalation point
  • Close collaboration with internal and external stakeholders

 
What you need:
  • Bachelor’s degree in Management, Communications, or similarly related degree (Master’s degree a plus)
  • 5 + years of experience managing a team in customer success, support or client services role for a large-scale B2C service
  • Call center management experience is required
  • 2+ years of experience with 3rd party call center vendors
  • Strong knowledge of customer success and experience improvements
  • Problem solver and experienced in handling customer and escalated cases
  • Experience with mobility service embedded systems (e.g. Ridesharing, Car sharing, etc.) is a plus
  • Data analytics experience or experience using data to support assumption/hypothesis is a plus
  • Vendor management experience is preferred
  • Works well independently with little to moderate direction
  • Excellent written and oral communication skills
  • Strong organization and time management skills

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