Customer Care Manager
A SaaS company is seeking an experienced, hands-on leader to head its Customer Care
department, including Technical Support, Retention, and Customer Success.
If you're passionate about leading people, optimizing processes, and driving impactful projects-
while delivering an outstanding Customer Experience - this is a great opportunity to make a real
difference.
Responsibilities
? Lead, mentor, and develop a team of 7 Customer Care agents
? Provide guidance and support to agents in managing escalations and complex customer
cases
? Build, implement, and continuously improve workflows and processes
? Own and drive KPIs including service levels, retention, and customer satisfaction
? Analyze data and generate actionable insights to enhance Customer Experience
? Collaborate cross-functionally with Product, Operations, and R D teams
Requirements: ? Own and drive KPIs including service levels, retention, and customer satisfaction
? Analyze data and generate actionable insights to enhance Customer Experience
? Collaborate cross-functionally with Product, Operations, and R D teams
? Own and manage the companys internal external Knowledge Base, ensuring content
is accurate, up-to-date, and easily accessible
? Personally handle churn-related conversations and complex customer cases
Requirements
? 3+ years of experience managing Customer Support, Retention, or Technical Support
teams
? Strong technical orientation and ability to quickly understand systems
? Experience working with SaaS products or technology-driven environments
? Ability to thrive under pressure and manage urgent situations effectively
? Proven experience handling complex retention conversations and objections
This position is open to all candidates.