The Ward Team logo

Customer Service Manager & Executive

The Ward Team

United States only

Salary:0k-0k USD

Employee count:11-50

We are looking for a highly motivated Remote Customer Service Manager & Executive to oversee and enhance our customer service operations while ensuring an outstanding experience for our clients. The ideal candidate will lead a remote customer service team, develop strategies to improve customer satisfaction, and handle escalations efficiently.

Key Responsibilities:

Customer Service Management:

  • Oversee and manage daily customer service operations.

  • Develop and implement customer service policies, procedures, and best practices.

  • Monitor customer interactions to ensure a high level of satisfaction and resolution.

  • Analyze customer feedback and recommend improvements.

Team Leadership & Training:

  • Recruit, train, and mentor customer service representatives.

  • Set performance goals and track key metrics (e.g., response time, resolution rate, CSAT).

  • Conduct regular team meetings and coaching sessions.

Customer Support & Issue Resolution:

  • Handle escalated customer complaints and complex inquiries.

  • Work closely with other departments (sales, product, IT) to resolve customer issues efficiently.

  • Ensure prompt responses to customer inquiries via email, phone, live chat, and social media.

Technology & Reporting:

  • Utilize CRM and helpdesk software to manage customer interactions and track performance.

  • Generate reports on customer service metrics and present findings to leadership.

  • Implement automation and AI tools to enhance support efficiency.

Requirements & Qualifications:

  • Proven experience as a Customer Service Manager, Executive, or similar leadership role.

  • Strong knowledge of customer service principles and best practices.

  • Excellent leadership, communication, and conflict-resolution skills.

  • Proficiency in CRM tools (e.g., Zendesk, Freshdesk, Salesforce).

  • Ability to work remotely with minimal supervision.

  • Strong problem-solving abilities and decision-making skills.

  • Bachelor’s degree in Business, Communications, or a related field (preferred).

Benefits:

  • Competitive salary & performance-based incentives.

  • Flexible remote work environment.

  • Career growth opportunities.

  • Paid time off & company benefits.

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About the job

Apply before:

Mar 07, 2025

Posted on:

Feb 05, 2025

Job type:

Full Time

Experience level:

Entry-level
Executive

Salary:

Salary:0k-0k USD

Location requirements:

Skills:

Customer Support ManagementTeam LeadershipCRMCustomer SupportPerformance MetricsAutomation ToolsAI ToolsCommunication SkillsConflict ResolutionProblem SolvingMentoringSalesforceHelpDesk+FreshdeskZendesk

About the company

The Ward Team logoTh

The Ward Team

Company size:

11-50

Founded in:

2003

Chief executive officer:

Nancy Ward

Markets:

Real EstateResidential Real EstateCommercial Real EstateProperty ManagementReal Estate InvestmentReal Estate ConsultingReal Estate BrokerageReal Estate MarketingReal Estate DevelopmentReal Estate Sales
thewardteam.com