Team Manager

7 days ago

Santa Rosa, Philippines Head X Group Full time

The Opportunity: We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence. In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level. So, What Should You Expect if You Join Us ? One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.) Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience). Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team. We're here to perform and have a great time while doing it. We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you. Job Responsibilities : Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction. Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement. Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience. Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity. Training: Be the main point of contact for developing & training new joiners for the role. Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends. Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment. ????Core Skills and Competencies : Exceptional Verbal and Written Communication in English Emotional Intelligence and Empathy Critical Thinking and Problem-Solving Mindset Proficiency with Customer Service Tools and Analytics Platforms Your Experience: 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction. Proven track record of improving and maintaining high service levels and customer satisfaction. Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must. Preference for candidates with experience in the US e-commerce market. Outstanding command of the English language, both written and spoken. #J-18808-Ljbffr

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