Customer Care Manager

Reports To: Vice President of Operations

The Customer Care Manager is responsible for overseeing the daily operations of the technical support team, ensuring exceptional service delivery and customer satisfaction. This role manages team performance, reporting, and escalations while actively driving improvements in processes and support strategies. The Manager serves as a critical liaison between technical support, other departments, and upper leadership, making informed decisions to enhance operational efficiency and customer experience.

• Supervise and coordinate the day-to-day activities of the technical support team.
• Monitor team performance metrics, service level agreements (SLAs), and support quality.
• Provide coaching, guidance, and performance feedback to team members.
• Ensure effective scheduling, coverage, and workflow management to meet customer needs.

• Manage and resolve complex or high-priority customer issues and escalations.
• Collaborate cross-functionally with engineering, service, and product teams to resolve recurring issues.
• Foster a customer‑first culture focused on timely and accurate technical resolutions.

• Develop and maintain detailed reports.
• Identify trends and opportunities through data analysis.
• Present regular performance updates and insights to team & senior management.

• Participate in planning and decision-making to align team strategies with departmental and organizational goals.
• Evaluate support tools and platforms, adjusting enhancements as needed.
• Support workforce planning and budgeting initiatives related to the technical support function.

• Assess and optimize existing technical support processes and workflows.
• Implement best practices, training programs, and standard operating procedures (SOPs).
• Lead initiatives to reduce customer effort and improve first-contact resolution rates.
• Stay current with industry trends and customer care innovations.

• Minimum 5 years in a technical support or customer service leadership role.
• Proven experience managing help desk or technical support teams in a fast‑paced environment.
• Strong technical aptitude and ability to grasp complex product knowledge quickly.
• Excellent leadership and people management skills.
• Data‑driven mindset with strong analytical and problem‑solving abilities.
• Exceptional written and verbal communication skills.
• Proficiency with customer support software (e.g., Zendesk, Net Suite, Microsoft Dynamics
  365) and reporting tools.

• Ability to work cross‑functionally and influence without authority.
• Committed to fostering a positive, solution‑focused work environment.
• Demonstrated ability to lead process improvement initiatives.
• Onsite:
  Standard office hours:
  Monday–Friday, 8:00 AM – 5:00 PM
• Occasional after‑hours and weekend support may be required based on business volume and operational demands.