Senior Manager, Customer Care

Summary

Dedicated Customer Care Manager with a proven track record in leading and optimizing support operations for small enterprise and mid-market customers. Successfully managed remote Technical Leads and outsourced call center agents, handling 60,000+ annual tickets. Achieved an impressive 80% reduction in ticket backlog amid a 5% volume increase. Proficient in SLA metrics optimization, with a 20% reduction in key metrics, including First Reply Time and Average Resolution Time. Demonstrated commitment to customer satisfaction, maintaining an 85%+ CSAT. Adept at system implementation, project management, and content design, with a total of 20 years of experience.

Expectations

Seeking a role that leverages my expertise in Customer Support Management, Product Documentation, System Implementation, and Project Management. Eager to lead and inspire remote teams, drive efficiency in ticket resolution, and ensure exceptional customer experiences. Proven ability to manage outsourced call center agents, forecast effectively, and triage Tier 1 issues. Expectations include replicating success in reducing ticket backlog.

Employment Preferences

Expected Base Salary

**0,000 USD

Academic Degree

Experience

Skills

• Customer Support Management
• Product Documentation
• System Implementation
• Project Management
• Product
• Content Design
• Customer Advocate
• ZenDesk
• CSAT
• Manage Offshore Application Support
• SLA
• Knowledge Base
• Technical
• Vendor Management
• Triage
• Backlog Decrease
• Software Support Management
• Implementation Manager
• Leadership
• Senior Manager