Customer Care Manager

We’re looking for a motivated and empathetic Leader (people manager) to join our Customer Care Delivery leadership team. In this role, you’ll lead a team of Experts supporting a specific product suite, helping them grow, deliver high-quality care, and drive performance.

• Coach, mentor, and support team members in their day-to-day responsibilities

• Foster a high-performance culture through regular feedback, transparency, and clear goal setting

• Ensure KPIs, SLAs, and quality standards are met and continuously improved

• Act as a subject matter expert for your product suite and its associated Customer Care flows

• Handle employee relations cases with support from your Group Manager.

• Support the hiring process by interviewing and evaluating candidates

• Collaborate with stakeholders across Product, Operations, and CC Management to align on priorities and insights

• Help your team navigate and prioritize tasks within a fast-paced and evolving environment

• Participate in cross-team or global initiatives that enhance the user experience

We’re looking for a leader who can balance empathy with accountability, and strategy with execution. You should bring:

• Strong leadership skills, with proven experience coaching or managing individuals in a care or service environment

• Excellent communication and emotional intelligence, with the ability to give and receive feedback effectively and build trust with your team

• A data-driven mindset, using metrics and insights to guide decisions, track performance, and identify areas for growth

• Flexibility and resilience, especially when navigating ambiguity or change across product suites, workflows, or priorities

• A collaborative approach, with experience working cross-functionally and building strong partnerships with other departments

• Proactive project and time management, able to balance day-to-day needs with longer-term team goals

• Passion about new technologies like AI and the eagerness to always learn more

• Bonus points if you have experience in tech, SaaS, or internet companies
   

An ability to think both tactically and strategically, connecting the dots between individual conversations and the broader user experience

We are Wix’s Customer Care Guild. We're not your typical customer support. We represent the Wix user's voice and work closely with Product to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment. 

This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids 3 days a week at a minimum.

Available Shifts: 

• Tuesday - Saturday 10am-7pm

• Sunday - Thursday 10am-7pm

• Sunday - Thursday 12pm-9pm

Training Shift:

• Mon-Fri, 8am - 5pm (for a period of approximately 3 months / 5 days per week in office)