Manager, Customer Service
Company Description
Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.
Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.
Job Description
The Customer Service Manager leads Customer Service Team Leads, sets the strategy for achieving customer satisfaction, and handles high-level customer escalations.
The Customer Service Manager reports to the Senior Director, Customer Success.
Supervisory Responsibilities:
- Evaluates and provides real-time feedback on performance
- Trains and/or ensures that team is properly trained for their specific roles
- Identifies and resolves workplace problems, including tardiness or absenteeism
- Manages headcount and makes staffing decisions related to new hires and terminations
- Sets and helps team understand performance targets and goals
Responsibilities:
- Lead and mentor Customer Service Team Leads.
- Set the strategy to achieve goals set by Senior Leadership Team.
- Manage customer success activities against defined KPIs.
- Execute on at-risk customer follow up with Account Manager and Retention Specialist.
- Tertiary escalation point for customers and internal teams.
- Execute on at-risk customer follow up with Account Manager and Retention Specialist.
- Help drive innovation around customers better utilizing our software by cross-team collaboration with development.
- Create and improve processes for support specific needs and cross-team collaboration.
- Collaborate across teams regarding business and product needs of customers.
- Monitor team metrics and identify trends and areas of improvement.
- Communication with customers about system issues.
- 10% Travel Required.
Qualifications
- Bachelor’s degree in Business, Accounting, Marketing, Public Relations or related field
- Two (2) to four (4) years Customer Service experience
- Strong interpersonal and communication skills
- Strong computer and multi-tasking skills
- Ability to create, build, and maintain relationships and rapport with clients
- Ability to identify complex problems and information to develop and evaluate options and implement solutions
- Ability to work cross-functionally and maintain exceptional cross-team communication
- Ability to handle stressful situations or dissatisfied customers
- Ability to train and teach others how to use product(s)
Bonus points for:
- Experience using CRM software, such as Salesforce
Additional Information
Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.
We truly care for our team members, and this is reflected through our offices, benefits, and great perks. These perks are only for our full time team members. Some of our favorites include:
🏝 Flexible paid time off
⚕️ Affordable health, dental, and vision insurance options
💪 Monthly fitness reimbursement
🤑 401(k) matching
🍼 New-Parent Paid Leave
🏖 1-month paid sabbatical every 5 years
👖 Casual work environments
🏡 Remote work
All your information will be kept confidential according to EEO guidelines.