Job Description

The Customer Care Manager leads a team of Customer Experience Specialists to deliver exceptional support across phone, email, chat, and case systems. Reporting to the Director of Customer Care, this role oversees day-to-day operations, team performance, and service quality, while driving a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:

• Lead, coach, and develop a high-performing customer support team.
• Oversee daily operations, including timecard approvals, PTO requests, and performance tracking.
• Monitor service metrics (call queues, case volumes, productivity) to ensure goals are met.
• Support team readiness through hiring, onboarding, and ongoing training.
• Handle escalated customer issues with professionalism and empathy.
• Partner with cross-functional teams to resolve issues and improve processes.
• Identify trends, recommend improvements, and implement best practices.
• Communicate goals, feedback, and updates through regular check-ins and team meetings.

Qualifications:

• Associate or Bachelor’s degree preferred.
• 3–5 years of customer service experience, with 1–2 years in a supervisory role.
• Strong communication, leadership, and problem-solving skills.
• Proficiency in CRM tools and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Experience using data to drive performance and decision-making.
• Empathy, adaptability, and a collaborative mindset.
• Optometry industry experience preferred!

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