Customer Service Manager (Remote, USA)

Freddie Mac; Pleasanton (CA); Remote; USD 90,000 - 100,000; Full time

Job summary

A leading company in the automotive performance industry seeks a Customer Service Manager to enhance the customer experience and lead service teams. This remote role offers a competitive salary of up to $100,000, excellent employer-paid benefits, and opportunities for professional growth in a casual environment focused on motorsports.

Benefits

100% employer-paid medical, dental, and vision benefits

401k with employer matching

Opportunities for professional development

Casual dress environment

Employee discounts on products

Qualifications

• 5+ years in Customer Service Management in B2C businesses.
• Experience in implementing department-level KPIs.
• Strong analytical skills.

Responsibilities

• Own and enhance the customer service experience.
• Develop and implement growth strategies for customer service.
• Manage and mentor customer service teams.

Skills

Customer Service Management

Data Analysis

People Management

Process Improvement

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Project management software

Job description

Employer Industry: Automotive Performance and Accessories

Why consider this job opportunity:
- Base annual salary up to $100,000
- Work from home, anywhere in the contiguous U.S.
- 100% employer-paid medical, dental, and vision benefits
- 401k with employer matching and robust contributions towards dependent medical benefits
- Opportunities for professional development and participation in motorsports events
- Casual dress environment and employee discounts on products

What to Expect (Job Responsibilities):
- Own and enhance the customer service experience, managing large-scale customer interactions and addressing escalated inquiries.
- Develop and implement growth strategies for customer service and order fulfillment to support company revenue goals.
- Manage and mentor customer service teams, fostering a customer-centric culture and analyzing team performance.
- Set and report on department KPIs, using data to drive improvements in customer satisfaction and operational efficiency.
- Collaborate with cross-functional teams to ensure seamless processes and improve the overall customer experience.

What is Required (Qualifications):
- Bachelor's degree in Business Administration or a related field.
- 5+ years of experience in Customer Service Management in B2C businesses.
- 5+ years of experience in implementing department-level KPIs and using data for decision-making.
- 5+ years of experience in people management, including hiring and training staff.
- Experience with customer service technologies, such as CRM systems and automation tools.

How to Stand Out (Preferred Qualifications):
- Knowledge of order processing and fulfillment in a 3PL environment.
- Experience with project management software, ideally Click-Up.
- Familiarity with implementing external knowledge bases and FAQs for customer use.
- Passion for motorsports, enhancing understanding of customer needs and challenges.
- Strong analytical skills with a proven track record in performance metrics and process optimization.

#AutomotivePerformance #CustomerServiceManagement #RemoteWork #CareerGrowth #MotorsportsEnthusiast

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