Secret Location Hiring for Customer Service Manager at Toronto, ON Full Time

Digital Preschool Customer Service Manager
We’re seeking a leader with a well-established history in Customer Service Management, that will help the Digital Preschool Division evolve and develop our customer service strategy. As Customer Service Manager, you will play a meaningful role managing, planning, and implementing the future of customer service across our product portfolio.
As the Customer Service Manager you will work in collaboration with Strategy, Creative, Marketing, Brand, Technology, and partnering with leaders of all disciplines to improve quality and efficiency. In this role, we will lean on your extensive operational experience to evaluate and redefine what exceptional high-touch care looks like. You have a successful track record of using data and insights to drive and implement to drive efficiency, productivity, and operational improvements that lead to improved customer outcomes. Be a brand ambassadors and expert on our offering and our customers. Your ultimate goal is to build and lead a world class customer service operation that relentlessly focuses on increasing customer loyalty and advocacy through the power of direct customer interactions and cross functional influence.
What you’ll do:

• Help drive strategic vision and customer support services to maintain alignment with Digital Preschool long-range plans.

• Create and execute a strategy and plan for a customer service team.

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• Be a source of regular feedback from our customers to key stakeholders around the business by working to build and maintain a regular feedback loop on products and services.
• Be the last point of contact for escalated customers; work with partner teams to resolve customer complaints and provide updates to important partners.
• Translate insights from customers into actionable items that will result in measurable improvements to the overall business.
• Use data and analytics to improve existing team processes and drive operational efficiencies on the team.

• Work with other internal teams to resolve high-profile customer complaints and other priority customer-impacting issues that might arise during the course of business.
• Grow and manage a team of customer service executives and/or external support agencies.
• Evaluate current customer support tools and make recommendations based on product needs

What you’ll bring:

• 5+ years management experience, 2+ years of direct supervisor or customer service management.
• 4+ years’ experience in call center and/or corporate customer service.
• Experience with customer service for mobile apps would be ideal.

• You are an expert operator. You’re super organized, know how to prioritize competing tasks and keep always focused on the most important and impactful work.
• You are data-driven and understand the main drivers and indicators of quality customer service. You rely on data to make sound business decisions. Deep appreciation for KPI driven results.
• You have mastered the art of customer satisfaction. You know the right on-brand words, tone, tactics and experience engineering tools to use to de-escalate tough situations and provide effortless support
• Passionate about customer experience and a proven track record of developing and implementing process improvements.
• Exceptional customer relationship skills.

• Strong time management and organizational skills.
• Superb attention to detail and decision-making skills.

• Willing to learn and acquire new skills and adapt performance accordingly.

Secret Location is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process.
We thank everyone for their interest but only those candidates selected for an interview will be contacted.
Seniority Level
Mid-Senior level

Employment Type
Contractor

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Job Type: Contract