Customer Success Manager

Customer service Manager

Olibra is seeking a Customer Service Manager to lead our service team responsible for supporting our customers. The Customer Service Manager will drive continuous improvement in service delivery and member satisfaction and share customer insights with teams across the enterprise to make it easier to do business with us. We are pushing the bounderies of what consumers can acheive with home automation. Ability to learn the intricacies of iOT device and help consumer solve problems is a must.

Responsibilities include but not limited to:

• Continually elevate our service standards to deliver best-in-class service.
• Identify and implement strategies to improve the quality of service, productivity and sales.
• Direct daily operations and performance management of the service team.
• Develop service policies and procedures to support new business initiatives.
• Maintain our Voice of the Customer program, turning insights into actions to improve the member experience.
• Develop and maintain a reward and recognition program.
• Develop and maintain call, email and chat scripts that reflect the Olibra brand voice.

Requirements:

• Familiar with Zendesk platform , knowedge base and work flows is a must.
• 3+ years managing contact/service center operations, either in an insourced or outsourced environment
• Experience with multiple interactive service channels (voice, email, chat, social media, SMS)
• Comfortable using data and analytics to drive continuous process improvement
• Ability to motivate a remote team to fully engage with and reflect our brand
• Highly-developed organizational and planning skills

We Offer:

• Competitive salary and benefits
• Medical, Dental and Vision
• 401(k) plan
• Entrepreneurial culture with global career development opportunities

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