Customer Service Manager (CSM)

$61,549 - $67,721/Yr

Sleeplay - Hollywood, FL

Full-time - Mid Level

Hollywood, FL

About the position

The Customer Service Manager (CSM) at Sleeplay is responsible for leading a team of customer service agents to ensure exceptional service standards and enhance agent performance. This role involves training, monitoring customer satisfaction, and utilizing data-driven insights to improve service quality, particularly in the context of CPAP products and supplies.

Responsibilities

• Lead, train, and mentor a team of customer service agents, ensuring professional growth and performance improvement.
• Develop and execute training programs on CPAP products, customer interaction best practices, and effective communication.
• Monitor and maintain high standards of customer service, including response times and quality of assistance provided.
• Use data-driven insights to monitor team performance, customer satisfaction, and response metrics.
• Analyze trends in customer interactions, assess common issues, and identify improvement opportunities.
• Regularly report on KPIs, analyze negative reviews for actionable feedback, and recommend data-backed strategies to enhance overall service quality.
• Utilize customer service software effectively and have knowledge of Shopify, Aircall, HubSpot, or Zoho.
• Address and resolve complex customer inquiries and issues, ensuring prompt and satisfactory resolutions.

Requirements

• Minimum 3-5 years in a customer service leadership role, preferably with CPAP or medical equipment knowledge.
• Strong background in Excel and any other analytics software.
• Familiarity with Shopify, Aircall, HubSpot, or Zoho is a plus.
• Strong verbal and written communication skills.
• Comfortable working in a fast-paced, dynamic environment with a proactive approach to continuous improvement.
• Bachelor's Degree is Required.

Nice-to-haves

• Willingness to appear in video content for customer support tutorials or product demonstrations.

Benefits

• Competitive salary and performance-based incentives
• Health insurance
• Paid time off
• Flexible schedule