Manager, Customer Care

About Our Client

Our client is seeking a Customer Care Manager to lead the Americas-based operations of its global Care team. This role is crucial for ensuring exceptional customer support experiences that align with the organization’s mission and the Care team’s vision of becoming the most helpful customer care team globally.

About The Job

The Customer Care Manager leads the Americas-based side of the global Care organization and serves as the primary point of contact during U.S. time zones. This individual oversees their regional team and its leaders, ensuring exceptional customer experiences globally that align with the organization’s mission and the Care team’s vision.

In partnership with their European counterpart, this role is responsible for the smooth running of daily Care operations. This includes providing close support to the regional team, making necessary judgment calls and decisions, and acting as a senior point of contact for cross-functional partners. The manager directly supervises Care leaders and, as needed, individual contributors. They share responsibility for the performance outcomes of the collective Care organization and, in close partnership with the global head of Care, support the building and driving of the global Care strategy.

People Management & Leadership

• Directly manage, empower, and develop Customer Care leaders and individual contributors as required.
• Support the Americas-based Customer Care team in day-to-day operations through guidance, coaching, and support.
• Actively foster and invest in the Care leadership pipeline, identifying and helping to build future leadership talent.
• Set a strong standard of leadership values and high performance for the entire team.
• Intentionally build a culture of care, trust, inclusion, and accountability.
• Model the organization’s mission and values in daily work.

Operational Excellence

• Lead day-to-day regional operations, independently making judgment calls and strategic decisions.
• Co-own and strategically drive Care’s performance metric outcomes in partnership with the European-based counterpart.
• Demonstrate extreme ownership in curating weekly and monthly KPI assessments in close collaboration with strategic partners.
• Constantly challenge the status quo, seeking continuous improvement in workflows, processes, and tooling.
• Act as a regional escalation point for high-risk or sensitive customer issues, demonstrating extreme ownership and timeliness in execution, including proactive collaboration with cross-functional partners.
• Own recruiting efforts, alongside cross-functional partners, as it relates to the region.
• Spearhead recurring team meetings and communications as required.

Care Vision & Strategy Support

• Partner with the global head to inform Care’s global vision and strategy, including identifying opportunities to scale the Care organization while maintaining high quality.
• Help bring Care’s vision to life in day-to-day operations with an extreme ownership mindset.
• Own the creation of a region-based strategy and execution for Care in line with the global vision.
• Represent the voice of the customer in company-wide meetings and cross-functional partnerships as needed.

You

• Mission-driven: Possess deep empathy for customers and a passion for helping people.

• Leader of leaders: Demonstrate the ability to manage managers, empower them, and develop them into strong leaders.

• Customer-first advocate: Apply a customer-centric mindset in decision-making and effectively represent the ‘voice of the customer’ to internal partners.

• Operational excellence mindset: Obsessed with continuous improvement, scaling processes, and creating clarity, and able to instill these qualities in your team.

• Data-driven & analytical: Comfortable utilizing data insights and driving metric results surrounding team performance and customer sentiment to inform strategy and decisions.

• High emotional intelligence: An empathetic leader who models calm decision-making, builds trust, and leads from a place of self-awareness and humility.

• Skilled communicator: An effective communicator with the ability to influence, adapt communication style to audience needs, and conduct difficult conversations.

• Resilient & adaptable: Comfortable navigating ambiguity, rapid change, and high-growth environments, and skilled at leading teams through these conditions.

• Collaborative & inclusive: Skilled at building cross-functional partnerships, fostering trust, inclusion, and accountability.

Preferred Qualifications

• Experience level: 6 years in customer support or customer operations, with 3 years leading people in customer-facing operations. Experience managing other leaders is preferred.

• Industry experience: Fundraising, fintech, payments, or other regulated tech industries are strongly preferred.

• Operational expertise: Experience with scaling customer operations, such as support channel expansion, BPO management, escalations management, and/or AI tooling.

• Crisis or escalations exposure: Experience managing teams in unpredictable environments where managing crisis and escalated scenarios are common.

• Technology fluency: Comfortable working with support tech stacks, AI/automation tools, and analytics platforms.

• Track record of transformation: History of improving the support experience, implementing process change, or establishing new support models.

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.

• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.

• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.

• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.

• Holistic Support: Benefit from financial assistance for things like hybrid work, family planning, generous parental leave, flexible time-off policies, and mental health and wellness resources.

• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.

• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.

• Community Engagement: Make a difference through volunteering and Gives Back programs.

Salary Range

$96,000 – $144,000

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”