Manager, Customer Care
Skills
- Proven people leadership and ability to manage managers
- Operational excellence and process scaling experience
- Data-driven decision making and KPI management
- Experience managing escalations and crisis scenarios
- Familiarity with support tech stacks (e.g., Zendesk) and analytics tools
- Strong written and verbal communication and influencing skills
- Ability to build cross-functional partnerships
Responsibilities
- Manage and develop Customer Care leaders and individual contributors within the Americas region.
- Oversee day-to-day regional operations, making judgment calls and strategic decisions as needed.
- Co-own regional performance metrics and drive KPI reporting and improvements with cross-regional partners.
- Act as regional escalation point for high-risk or sensitive customer issues and coordinate cross-functional responses.
- Recruit and help scale the regional Care team in partnership with cross-functional stakeholders.
- Champion continuous improvement of workflows, processes, and tooling to scale support effectively.
- Support and help build Care’s global vision and translate it into regional strategy and execution.
- Lead recurring team communications and foster a culture of care, inclusion, and accountability.
Education
- Bachelor’s degree or equivalent work experience
- Continued leadership or operational training preferred
Benefits
- Competitive pay and comprehensive healthcare benefits
- Equity package
- Financial assistance for hybrid work and family planning
- Generous parental leave and flexible time-off policies
- Mental health and wellness resources
- Learning, development, and recognition programs
- Diversity, equity, and inclusion initiatives and employee resource groups
- Volunteer and community engagement programs
Average salary estimate
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