Customer Care Manager

Overview

The Customer Care Manager will be responsible for owning the day-to-day management of a customer care team that supports a major airline’s uniforms program. Prior to the launch of the program, the Customer Care Manager will begin by working with internal and external stakeholders to develop processes for the program, build a new CRM instance, and onboard a customer care team. The ideal candidate will be extremely organized, support decisions and recommendations with data, and have a high level of organizational savvy.

Responsibilities

• Create and drive strategy for the department in partnership with Senior Director.
• Obsess about the customer experience; handle escalations, study customer interactions across channels, provide coaching to SPARC and BPO team members.
• Meet or exceed all SLAs and KPIs.
• Develop reliable labor forecasts and manage staffing levels to ensure adherence to budget.
• Create SOPs and a comprehensive customer care playbook for our team.
• Administer Gladly instance, with a focus on collecting relevant data, developing self-service resources, automating processes, and potentially introducing a customer-facing AI solution.
• Identify opportunities for process improvement, communicate them effectively, and assist with appropriate resolutions.
• Partner with cross functional teams to assist with growth and retention initiatives as needed.
• Perform such other duties as directed by the supervisor.
  
  
  

Qualifications

• Bachelor’s Degree preferred.
• Minimum of 3 years of experience leading a customer care team of 25+ representatives.
• Minimum of 1 year of experience as an administrator of Gladly or a similar CRM tool.
• Startup experience, or similar experience building and scaling a new department, preferred.
• Passion for creative problem solving to assist our customers and internal teams.
• Results-oriented, with experience meeting and exceeding industry standard KPIs.
• Ability to thrive in a complex environment and build strong relationships with internal and external stakeholders.
• Strong written, verbal, and visual communication skills with the ability to drive and effectively communicate change.
• Travel may be required, based on business needs.
• Adhere to regular in-office presence, including to engage in in-person team interaction, meetings and collaboration. Job duties may be performed effectively using the hybrid work program designated by the company .
• Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.
• Must have authorization to work in the United States.
  
  
  

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
• Ability to maintain regular and timely attendance consistent with the ADA, FMLA, and other federal, state and local standards and Company’s policy.
• Ability to remain in a stationary position for up to 8 hours per day
• Ability to constantly operate a computer, other office equipment and look at a monitor for up to 8 hours per day
• Ability to clearly and accurately communicate and exchange information verbally, in writing, or through other means in person, telephonically, or through virtual communication methods
• Ability to position self to reach at or below shoulder level
  
  
  

Requirements & EEO Statement

The salary range for this position is $90,000 to $100,000 annually. Pay is based on several factors, including but not limited to position offered and work experience. In addition to your salary, SPARC Group, and its affiliated brands, offers a benefits package, including 401(k) plan, overtime pay, flexible work schedule and a generous employee discount program (all benefits are based on eligibility). Additional information regarding the benefits for this position can be found in the Benefits Guide that is available from our Human Resources Department.

EEOC Statement:

SPARC Group LLC is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status

as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law. We are also committed to the full inclusion of qualified individuals in the job application and interview process.

Employees are expected to perform the essential functions of the position satisfactorily. In accordance with the Americans with Disabilities Act (ADA), the Americans with Disabilities Act Amendments Act (ADAAA), and applicable state disability laws, it is the policy of SPARC to provide a reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause an undue hardship. If a reasonable accommodation is required to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Human Resources department.