Customer Care Manager

Summary

We’re seeking a dynamic and driven Customer Care Manager to oversee the day-to-day operations of our growing Customer Care team. This role is essential in ensuring our customers receive timely, empathetic, and effective support across phone, email, and text communication channels.

As a leader, you’ll coach and develop a team of specialists committed to delivering outstanding customer experiences. You’ll be responsible for performance management, training, and team growth, while also building and refining processes that drive efficiency and elevate service quality. From resolving escalated issues with care and professionalism to identifying and addressing operational challenges, you’ll play a critical role in shaping how we support our customers—helping them save money and make a positive impact on the environment.

We’re looking for someone who’s hands-on, solutions-oriented, and ready to roll up their sleeves. The ideal candidate thrives in fast-paced environments, remains calm under pressure, and can balance multiple priorities without sacrificing attention to detail. Strong communication skills, sound judgment, and the ability to de-escalate complex customer situations with empathy are essential.

This role is both strategic and operational. You’ll be expected to take initiative, work independently, and collaborate cross-functionally to drive improvements. You may also be asked to take on special projects or assist with reporting and project management initiatives as needed.

Essential Job Functions

• Drive operational excellence across all aspects of Customer Care operations
• Monitor, motivate, and support team members to achieve individual, departmental, and company performance goals
• Improve customer satisfaction and service quality through call monitoring, analytics, and continuous feedback
• Coach and mentor team members in skill development, service excellence, and alignment with company culture
• Develop and implement new processes and workflows to enhance the overall customer experience
• Foster strong cross-functional relationships to improve interdepartmental communication and customer satisfaction
• Provide consistent support and resources to the team to empower high performance and exceptional service delivery
• Plan, prepare, and manage work schedules to align with staffing needs and workload demands
• Ensure compliance with all relevant federal and state regulations, contractual requirements, and internal policies
• Evaluate potential solutions and apply sound judgment in problem-solving and decision-making
• Resolve escalated customer complaints with urgency, professionalism, and empathy
• Serve as the point of contact for call escalations; offer constructive feedback and coaching post-call
• Promote a collaborative team environment by encouraging teamwork and recognizing positive behaviors
• Manage staff performance by conducting side-by-side coaching, setting clear goals, and delivering regular performance reviews
• Address HR-related matters including attendance, conduct, and interpersonal issues promptly and professionally
• Participate in the hiring process by interviewing candidates and providing hiring recommendations
• Complete necessary administrative tasks to ensure efficient departmental operations
• Provide weekly reports summarizing key activities, metrics, and accomplishments to management
• Leverage available data and insights to guide strategic decisions and continuous improvement initiatives

Qualifications & Requirements

• Bachelor’s degree or equivalent relevant work experience required
• 4–5 years of progressive experience in a call center, customer service, or collections environment preferred
• Minimum of 3 years of experience in a supervisory or team lead role required
• Bilingual in Spanish is a plus
• Experience with Salesforce is a plus
• Proficiency in Google Workspace preferred
• Proficient in Microsoft Office applications, particularly Word and Excel
• Strong written and verbal communication skills required
• Proven track record of delivering excellent customer service

Physical Demands
The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding, please reach out to careers@posigen.com or hr@posigen.com to request an accommodation.