We are Leatherback, and we provide a single access point that empowers individuals and businesses to be truly global. We do this by building best-in-class financial, payment, and commerce solutions that remove barriers to global growth and mobility for all citizens of the world. Leatherback is a global digital cross-border payments service provider positione...
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Leatherback.co is seeking an experienced Senior Customer Service Manager to oversee and enhance our customer service operations.
The ideal candidate will have a strong background in customer service management, a passion for delivering outstanding customer experiences, and the ability to lead a team to success.
ROLE RESPONSIBILITY
Lead, motivate, and mentor a team of customer service representatives to ensure they deliver exceptional service to our customers
Develop and implement effective customer service strategies, policies, and procedures to enhance the overall customer experience and streamline operations.
Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
Monitor key performance metrics, such as response times, customer satisfaction scores, and first-contact resolution rates, and implement initiatives to improve performance.
Provide ongoing training and development opportunities to the customer service team to enhance their skills and knowledge.
Collaborate with other departments, including sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints.
Conduct regular audits of customer interactions to ensure compliance with company policies and procedures and maintain service quality standards.
Gather and analyze customer feedback and insights to identify trends, pain points, and opportunities for improvement
Collaborate with internal teams to ensure timely and successful delivery of products and services
Leverage technology solutions, such as CRM systems and customer service platforms, to optimize service delivery and enhance efficiency.
ROLE REQUIREMENTS
Bachelor's degree in business administration, marketing, or a related field (preferred).
5+ years of experience in customer service management, preferably in the retail or e-commerce industry.
Proven leadership skills with the ability to inspire and motivate a team.
Strong communication and interpersonal skills.
Excellent problem-solving abilities and a customer-centric mindset.
Experience with customer service software and CRM systems.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Flexibility to adapt to a fast-paced, dynamic environment.
Passion for delivering exceptional customer experiences.
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