Customer Care Manager - Remote Lisbon

The Wise Seeker is the leading HR technology company in unbiased talent evaluation.With over 15 years in the industry analyzing the needs and demands of the job market, we are capable of identifying the best talent for each company thanks to our team of professionals and our SaaS platform integrated with Artificial Intelligence.We are efficient, evaluate talent objectively without bias, and close hiring times in record time, delivering optimal results.

We are seeking a dedicated and experienced Remote Customer Care Manager to lead our customer support team in delivering exceptional service to our clients. This role requires a strategic thinker with strong leadership skills to manage a fully remote team, ensuring high-quality customer interactions and satisfaction.

Key Responsibilities:

• Team Leadership: Lead and motivate a remote customer support team, fostering a positive and productive work environment.
• Customer Experience Management: Oversee the customer service process to ensure a seamless and positive experience for all clients.
• Performance Monitoring: Analyze customer service metrics and feedback to identify trends and areas for improvement. Implement strategies to enhance service delivery.
• Training and Development: Recruit, train, and mentor team members to ensure they have the necessary skills and knowledge to perform effectively.
• Escalation Management: Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
• Collaboration: Work closely with other departments to align customer service strategies with overall business goals.
• Policy Development: Establish and enforce customer service policies and procedures to maintain high standards of service.

Skills and Qualifications:

• Proven experience in a customer service management role, preferably in a remote setting.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Excellent communication skills, both written and verbal.
• Proficiency in customer service software and tools.
• Strong analytical skills with a data-driven approach to decision-making.
• Ability to handle conflict and provide constructive feedback.
• Familiarity with industry-specific knowledge relevant to our products/services is a plus.

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