Customer Care Manager

POSITION SUMMARY

The Customer Care Manager is responsible for leading, managing, and actively supporting the Customer Care team to ensure exceptional service delivery to members, volunteers, and customers. This role combines hands-on customer service work with people leadership, operational oversight, and escalation management.

The Customer Care Manager provides direct supervision to Customer Care team members, sets performance expectations, ensures consistency in service standards, and serves as the primary escalation point for complex or sensitive customer issues. This position plays a critical role in aligning customer care operations with organizational priorities and service expectations. The role reports directly to the Chief Operations Officer (COO).

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Leadership & Management

• Provide direct supervision and people management for the Customer Care team, including coaching, performance feedback, goal setting, and accountability.
• Foster a positive, inclusive, and high-performing team culture focused on service quality and consistency.
• Conduct regular one-on-one meetings and support performance evaluation processes.
• Partner with the COO on staffing needs, scheduling coverage, and workload planning.

Customer Care Operations & Escalation Management

• Actively participate in day-to-day customer care work, including handling calls, cases, and inquiries as needed to support coverage and service levels.
• Serve as the primary escalation point for complex, sensitive, or high-impact customer issues, ensuring timely, accurate, and empathetic resolution.
• Monitor daily call and case queues to identify priorities and ensure appropriate workload distribution.
• Ensure consistent application of policies, procedures, and service standards across all customer interactions.

Training, Quality & Performance Oversight

• Lead onboarding and training for new Customer Care team members, ensuring familiarity with systems, policies, and service expectations.
• Provide ongoing coaching and feedback through call monitoring, case reviews, and observation.
• Conduct regular call and case reviews to identify recurring issues and opportunities for improvement, and share insights with the COO.
• Reinforce best practices to drive consistent, accurate, and professional service delivery.

Cross-Functional Collaboration & Knowledge Management

• Partner with Membership, Girl Experience, Product, and other departments to ensure the Customer Care team has accurate and timely information to support members throughout the membership year.
• Collaborate with cross-functional teams to support resolution of complex or cross-departmental inquiries.
• Support knowledge article management and content updates to ensure consistent messaging for customers.
• Own content and updates from Mission and Delivery calls and ensure timely communication to the team.

Reporting & Continuous Improvement

• Maintain and manage the Customer Care Salesforce dashboard and provide regular performance reporting to the COO.
• Track team and individual activity metrics and identify trends related to service volume and customer needs.
• Support the implementation of standardized processes and tools to improve efficiency and service consistency.

Professional Standards & Development

• Model exceptional customer service, professionalism, and leadership in every interaction.
• Maintain working knowledge of products, services, policies, and systems (Salesforce, VTK, MYGS, gsLearn, Hybris, gsConnect).
• Remain current on organizational updates and best practices through required training and professional development opportunities.

EDUCATION & EXPERIENCE

• Associate degree or higher required; Bachelor’s degree preferred, or equivalent combination of education and experience.
• Minimum of three (3) years of customer service experience in a customer-facing environment.
• Minimum of two (2) years of people management or supervisory experience.
• Experience implementing and supporting processes in a customer-facing environment.
• Demonstrated ability to work collaboratively across teams and departments.

REQUIRED SKILLS & ABILITIES

• Strong customer service orientation with the ability to handle escalated situations professionally and calmly.
• Effective coaching and communication skills.
• Ability to follow and reinforce established processes and service standards.
• Sound judgment and problem-solving skills within defined guidelines.
• Willingness to work a flexible schedule, including evenings and weekends as needed.
• Ability to travel throughout the council jurisdiction up to 20% of the time.
• Valid driver’s license and ability to provide own transportation.

CORE JOB COMPETENCIES

• Adaptability: Leads teams through change, modeling resilience and guiding others to navigate ambiguity effectively.
• Decision Making: Balances short-term operational needs with long-term goals, making decisions that align with organizational priorities.
• Effective Communication: Clearly articulates goals, expectations, and feedback, ensuring alignment between team efforts and organizational objectives. Builds and maintains positive relationships with colleagues and stakeholders, fostering collaboration and teamwork.
• Service Excellence: Drives team performance to deliver exceptional results, anticipating customer needs and addressing challenges proactively.
• Leadership: Inspires and motivates teams, delegates effectively, and develops team members’ skills to achieve high performance.
• Proactive Initiative: Demonstrates the ability to anticipate needs, take ownership of tasks, and act independently to drive results without requiring explicit direction.

PHYSICAL REQUIREMENTS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Prolonged periods of sitting at a desk and working on a computer
• Operating office equipment manually
• Ability to lift and/or move up to 25 pounds at times

*Registration as a member of Girl Scouts of Gateway Council is required.