Customer Care Manager

The Customer Care Manager is responsible for leading, managing, and actively supporting the Customer Care team to ensure exceptional service delivery to members, volunteers, and customers. This role combines hands-on customer service work with people leadership, operational oversight, and escalation management.

The Customer Care Manager provides direct supervision to Customer Care team members, sets performance expectations, ensures consistency in service standards, and serves as the primary escalation point for complex or sensitive customer issues. This position plays a critical role in aligning customer care operations with organizational priorities and service expectations. The role reports directly to the Chief Operations Officer (COO).

• Provide direct supervision and people management for the Customer Care team, including coaching, performance feedback, goal setting, and accountability.
• Foster a positive, inclusive, and high-performing team culture focused on service quality and consistency.
• Conduct regular one-on-one meetings and support performance evaluation processes.
• Partner with the COO on staffing needs, scheduling coverage, and workload planning.

• Actively participate in day-to-day customer care work, including handling calls, cases, and inquiries as needed to support coverage and service levels.
• Serve as the primary escalation point for complex, sensitive, or high-impact customer issues, ensuring timely, accurate, and empathetic resolution.
• Monitor daily call and case queues to identify priorities and ensure appropriate workload distribution.
• Ensure consistent application of policies, procedures, and service standards across all customer interactions.

• Lead onboarding and training for new Customer Care team members, ensuring familiarity with systems, policies, and service expectations.
• Provide ongoing coaching and feedback through call monitoring, case reviews, and observation.
• Conduct regular call and case reviews to identify recurring issues and opportunities for improvement, and share insights with the COO.
• Reinforce best practices to drive consistent, accurate, and professional service delivery.

• Partner with Membership, Girl Experience, Product, and other departments to ensure the Customer Care team has accurate and timely information to support members throughout the membership year.
• Collaborate with cross-functional teams to support resolution of complex or cross-departmental inquiries.
• Support knowledge article management and content updates to ensure consistent messaging for customers.
• Own content and updates from Mission and Delivery calls and ensure timely communication to the team.
• Maintain and manage the Customer Care Salesforce dashboard and provide regular performance reporting to the COO.
• Track team and individual activity metrics and identify trends related to service volume and customer needs.
• Support the implementation of standardized processes and tools to improve efficiency and service consistency.

• Model exceptional customer service, professionalism, and leadership in every interaction.
• Maintain working knowledge of products, services, policies, and systems (Salesforce, VTK, MYGS, gs Learn, Hybris, gs Connect).
• Remain current on organizational updates and best practices through required training and professional development opportunities.

• Associate degree or higher required;
  Bachelor’s degree preferred, or equivalent combination of education and experience.
• Minimum of three (3) years of customer service experience in a customer-facing environment.
• Minimum of two (2) years of people management or supervisory experience.
• Experience implementing and supporting processes in a customer-facing environment.
• Demonstrated ability to work collaboratively across teams and departments.

• Strong customer service orientation with the ability to handle escalated situations professionally and calmly.
• Effective coaching and communication skills.
• Abili…