Assistant Manager, Customer Care

We’re Looking For A(n): Assistant Manager, Customer Care

Location: Remote

What You’ll Be Doing: As the Assistant Manager of Customer Care, you will support the daily operations of the customer care department across all contact channels — phone, email, chat and others — ensuring high-quality service and customer satisfaction. Working closely with the Sr. Customer Care Manager, you will oversee and guide a team of supervisors, each managing their own teams, to ensure performance goals are met. You will monitor team performance, provide coaching, assist with escalated customer issues, and implement best practices to enhance service quality across every channel. In addition, you will foster a culture of collaboration, continuous improvement, and accountability, ensuring alignment with company objectives and driving exceptional customer support across all levels.

• Implements process improvements across customer support operations to enhance workflow efficiency and overall team performance
• Assumes supervisory responsibilities as needed to ensure consistent leadership and operational continuity for frontline Customer Care teams
• Analyzes KPI dashboards and performance data to identify trends, reporting gaps, and areas for improvement, initiating corrective action to maintain team effectiveness
• Coaches and develops Supervisors on leadership and team management practices to build consistent performance and support their professional growth
• Evaluates Supervisor performance against established standards to ensure coaching, QA, and team management practices are applied accurately and consistently across all teams
• Holds Supervisors accountable for Representative performance outcomes to ensure teams meet established call, email, and chat metrics, customer feedback, and quality standards
• Resolves escalated issues referred by Supervisors to ensure timely resolution, escalating further to the Senior Manager when necessary
• Assesses training needs across Representative and Supervisor populations and leads the development of targeted programs to address skill gaps and support performance goals
• Supports the development and execution of departmental goals, policies, and long-term strategies to advance the overall effectiveness of the Customer Care organization
• Oversees timesheet approval and timekeeping compliance for all direct reports to ensure payroll accuracy and adherence to scheduling and labor guidelines
• Interviews, evaluates, and selects candidates for Representative, Supervisor, and supporting roles to ensure alignment with team culture and performance expectations
• Prepares and presents performance reports to the Senior Manager of Customer Care to communicate team progress, project milestones, and operational trends that inform decision-making
• Partners with Training, QA, Workforce Management, and cross-functional teams to align on priorities and support departmental and business goals
• Reinforces departmental standards of accountability and customer focus, including data privacy practices and appropriate use of systems and tools, to maintain consistent expectations and a high-performing team environment
• Champions the use of AI-based productivity tools (e.g., Claude, ChatGPT, Microsoft Copilot) to streamline routine tasks such as drafting communications, summarizing reports, and improving personal and team efficiency, in accordance with company data and privacy guidelines
• Performs additional duties as assigned to support department or company initiatives

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Leadership & Team Development: Ability to inspire and guide teams toward achieving performance goals through effective delegation, coaching, and mentorship. Develops leadership capabilities in others and contributes to building a positive and inclusive work environment
• Performance Management & Execution: Applies Key Performance Indicator (KPI) dashboards and performance data to identify trends, implement improvement strategies, and meet departmental objectives. Ensures accountability through consistent feedback and performance coaching
• Communication & Collaboration: Communicates clearly and professionally across all levels of the organization. Partners effectively with cross-functional teams and conveys policies, performance insights, and organizational changes to Supervisors and frontline staff
• Customer Service Orientation: Models and upholds high standards of customer service, including customer relationship management principles and phone and written communication etiquette. Supports team efforts to achieve quality service goals and resolve escalated customer issues
• Organizational & Time Management: Manages multiple priorities in a fast-paced environment, balancing strategic and day-to-day responsibilities while meeting deadlines and adapting to shifting demands and effectively copes with the demands and pressures typical of a fast-paced contact center environment
• Critical Thinking & Problem Solving: Applies sound judgment and analytical skills to evaluate problems, make data-informed decisions, and identify effective solutions with independence and initiative
• Operational Agility & Accountability: Maintains flexibility in managing daily operations, assuming responsibilities as needed to support continuity and implementing departmental policies to contribute to process improvement and demonstrates willingness to work additional hours as business needs require
• Professionalism & Integrity: Maintains strict confidentiality regarding customer and employee information. Models professionalism in all interactions and demonstrates reliability through consistent attendance and follow-through on commitments
• Attention to Detail & Accuracy: Delivers high-quality work with strong attention to detail, particularly in reporting, timekeeping, and employee performance oversight
• Conflict Resolution: Addresses interpersonal and workplace conflicts among Supervisors and team members with fairness and composure. Facilitates productive resolutions that maintain team cohesion and uphold organizational standards
• Technology & AI Proficiency: Comfortable using standard business software (MS Office, Google Workspace) and everyday AI productivity tools such as Claude, ChatGPT, or Copilot to support basic tasks, including drafting or refining written communications, summarizing information, and improving personal efficiency 
• Company Values & Environment: Contributes to a positive working environment by exemplifying the company's core values: Act Like Owners, Customers and Pets First, Share a Clear Story, Build for the Long Term, Move Fast with Discipline, Deal with Issues Directly, and Celebrate Our People
• Required Education: High School Diploma or equivalent

• Required Experience: 

  2+ years Management experience;5+ years Customer Service experience across phone, email, and/or chat channels; MS Office (Word and Excel) proficiencyGoogle Workspace proficiencyStrong Oral and Written Communication skills

• Preferred Experience: 

  Omnichannel customer support experience (phone, email, and chat)MS Office ExpertGoogle Workspace ExpertFamiliarity with AI productivity tools (e.g., Claude, ChatGPT, Microsoft Copilot) for basic tasks such as drafting, summarizing, and editing

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $66,500-$83,150, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.