Customer Care Manager: Lead Teams & Optimize Service

Zenith American Solutions; United States; Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Job summary

Zenith American Solutions is seeking a Manager, Customer Care in the United States to provide direction, leadership, and oversight to Customer Care teams in accordance with company guidelines and client needs.

The role involves daily supervision, staff development, workflow optimization, and handling escalated client issues, with remote staff management and travel as required. The position emphasizes regulatory compliance and strong customer service outcomes.

Qualifications

• Five years of experience in customer service with two years in a supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Responsibilities

• Lead and supervise Customer Care teams daily per policy and mission.
• Develop staff via performance management and training.
• Optimize workflows, staffing, and tools for efficient operations.
• Address escalated issues and client needs; review plan changes.
• Support new client implementations and participate in meetings.
• Resolve escalated customer issues.
• Ensure smooth rollout of new clients.
• Maintain up-to-date knowledge of assigned plans.
• Perform additional duties as assigned.

Skills

Leadership

Team player

Decision-making

Analytical skills

Remote staff management

Travel willingness

Microsoft Office

Education

High School diploma or GED

Associates degree in a business-related field

Tools

Microsoft Office

Job description

Zenith American Solutions is seeking a Manager, Customer Care in the United States to provide direction, leadership, and oversight to Customer Care teams in accordance with company guidelines and client needs.

The role involves daily supervision, staff development, workflow optimization, and handling escalated client issues, with remote staff management and travel as required. The position emphasizes regulatory compliance and strong customer service outcomes.