Job Description

CUSTOMER SERVICE MANAGER JOB OVERVIEW

Wine.com is seeking a Customer Service Manager to take our rapidly growing Customer Service department to the next level. This role combines personnel management with project management; Customer Service Managers would oversee a team of remote CS agents, and would also be expected to lead efforts to improve our team across several areas, including knowledge management, agent and network performance, and providing valuable insights to our Product, Marketing, and Operations teams. The ideal candidate is data-driven, performance oriented, and has a track record of improving teams in high-growth environments.

RESPONSIBILITIES

• Directly manage a team of work-from-home Customer Service agents, helping them provide exceptional care to Wine.com’s customers
• Foster a positive, customer-oriented culture within the team
• Build bonds and maintain morale across a remote workforce
• Work with other Customer Service Managers to oversee our network of agents, ensuring fast turnaround times and high-quality customer service throughout the network
• Develop a high level of subject-matter expertise, and help us maintain and rebuild our knowledge base and training resources
• Utilize data to identify opportunities to improve our customer experience
• Serve as the voice of the customer internally, providing feedback on customer pain points and working cross-functionally to improve the customer experience
• Lead projects aimed at improving our customer experience

REQUIREMENTS

• Bachelor’s Degree in Business, Management or related field plus 3-5 years customer service experience or
• HS Diploma plus 8 years customer service experience
• 1-2 years management experience, ideally in the customer service space
• Availability to work weekends a plus
• Excellent written and verbal communication skills
• Ability to provide and inspire from team exceptional customer service
• Exceptional communication skills
• Ability to multitask
• Attention to detail and strong organizational skills
• Proficient in Microsoft Office
• Positive, energetic, engaged approach to your work
• Strong data literacy; able to turn numbers into actionable improvements
• Proven project management skills
• Content and training experience preferred