Customer Care Manager | Remote Leadership & Growth

Zenith American Solutions; Oregon; Hybrid; USD 68,000 - 83,000; Full time

Job summary

Zenith American Solutions in Oregon is seeking a Manager, Customer Care to lead the Customer Care teams and oversee day-to-day operations in accordance with company guidelines and client needs. You will supervise staff, optimize workflows, and manage resources to deliver cost-effective service while ensuring PHI/PII safeguards.

The role emphasizes staff development, performance management, and coordination of new client implementations, with travel as required and ability to supervise remotely.

Qualifications

• High School diploma or GED required.
• Five years in customer service with at least two years in supervision.
• Understanding of call metrics, staffing models and workforce management.
• Strong decision-making and organizational skills; able to manage resources and priorities.
• Ability to manage staff remotely and travel as needed.

Responsibilities

• Provide daily leadership and supervision to Customer Care teams.
• Develop staff through performance management, goal setting and training.
• Optimize workflows, tools, and staffing for cost-effective operations.
• Remediate escalated issues and support client needs.
• Attend client meetings and participate in new client implementations.
• Resolve escalated customer issues and coordinate new client implementations.
• Maintain knowledge of assigned plans and apply it effectively.

Skills

Team leadership

Customer service

Remote staff management

Decision making

Analytical skills

Time management

Communication

Education

High School diploma or GED

Associate degree in business

Tools

Microsoft Office

Job description

Zenith American Solutions in Oregon is seeking a Manager, Customer Care to lead the Customer Care teams and oversee day-to-day operations in accordance with company guidelines and client needs. You will supervise staff, optimize workflows, and manage resources to deliver cost-effective service while ensuring PHI/PII safeguards.

The role emphasizes staff development, performance management, and coordination of new client implementations, with travel as required and ability to supervise remotely.