Customer Experience Team Manager

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with innovation and attention to customer satisfaction. In this role as Customer Experience Manager, you’ll have a rare opportunity to contribute directly to the growth of a disruptive, pre-IPO company that's profitable, high-growth, and making people's lives a little easier.
 
We’ve already partnered with some of the largest, most sophisticated retailers in the world (Amazon, Target, and Costco to name a few), but we’re not done yet!  In this role, you’ll own and grow our brand by managing a team of highly trained Customer Experience Specialists. Your results will be noticed all the way up the chain. This is a great opportunity to grow your professional skill set while making a noticeable impact on this growing team.

What's Great About This Role?

  • You will be managing a trained group of Customer Experience Specialists helping them achieve their daily, weekly, and career growth goals
  •  You will be working for an organization that covets strong Customer Service. Not only externally but internally as well.
  •  You will have the ability to impact change almost immediately to both your team and the organization as a whole
  •  With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored!

Responsibilities Include...

  • Willingness to work various shifts depending on company need
  • Manage team and execute to key performance metrics on a day to day basis
  • Coach, support, and train team to achieve key metrics
  • Promote SquareTrade’s core values, leading by example
  • Manage escalations, including coaching and real time support
  • Provide feedback to leadership team and Management Information Systems for system & process improvement.
  • Develop agent Developmental Action Plans based on survey and KPI performance against goals

Minimum Requirements

  • 5-7 years hands-on leadership/management experience in a fast paced environment that enables each team member to achieve their personal best
  • Results driven with proven expertise in defining next steps and continual process improvements
  • Expertise in managing by Key Performance Indicators; proven results in increasing brand loyalty and advocacy
  • Interest in an environment of frequent employee development, mentoring and coaching
  • Strong analytical and action driven leadership style
  • Strong collaboration skill across a diverse cross functional team in a fast paced, rapidly growing organization
  • Bachelor's Degree Preferred

You're Our Ideal Candidate If You Are...

  • Intellectually curious and detail-oriented: you’re passionate about asking questions, understanding team dynamic, and motivating your team to do their best
  •  Driven to make an impact on the business: you’re scrappy and willing to think outside the box
  • Ambitious: You’ll go above and beyond to get results
  • You’ll get your hands dirty: you not only understand the day to day responsibilities of your team members but are willing to jump in as needed to assist customers and team members
  • Flexible: Must have open availability.  Our Orlando Contact Center, where you will be based, is open Monday - Friday, 7 a.m. - 12 a.m., Saturday and Sunday, 9 a.m. - 9 p.m.

Some Of The Benefits Of Working @ SquareTrade Include...

  •  Not feeling stuck! This role has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
  • Competitive salaries, Benefits (medical, dental, vision), Bonus Opportunities, Stock Options, etc
  • 401k matching (up to 5%)
  • Tuition Reimbursement
  • Flexible Paid Time Off Policy
  • Respect for your work-life balance
  • A paid volunteer day to give back to the community
  • And More!!!


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