Customer Success Manager

Beacon Hill Staffing Group - Boston, MA

Full-time - Mid Level

Hybrid - Boston, MA

Administrative and Support Services

About the position

The Customer Success Manager at Beacon Hill Staffing Group is responsible for leading a team of Customer Service Representatives (CSRs) in a hybrid work environment. This role focuses on managing escalations, processes, and workflows to ensure high productivity and accuracy within the team. The ideal candidate will have supervisory experience in a healthcare-related field and will be instrumental in developing strategies to meet departmental goals.

Responsibilities

• Oversee a team of Customer Service Representatives (CSRs).
• Manage escalations, processes, and workflow within the team.
• Hold the Customer Service team accountable for productivity and accuracy goals.
• Set and report key performance indicators (KPIs).
• Create strategies and procedures to meet department goals.
• Coordinate ongoing training for team members.
• Lead individual and team meetings to enhance performance.
• Manage workload distribution among team members.

Requirements

• 2+ years of supervisory or management experience in a healthcare-related field.
• Strong customer service skills.
• Attention to detail.
• Effective verbal and written communication abilities.
• Ability to prioritize and complete work in a fast-paced environment.

Nice-to-haves

• Bilingual in English and Spanish.

Benefits

• Highly flexible work model.
• Competitive benefits package.