Customer Care Operations Manager

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Customer Care Operations Manager is responsible for overseeing the daily operations of the customer service department to ensure that customers receive timely, accurate, and efficient support. This role involves managing a team of customer service representatives, implementing processes and strategies to improve service quality, and utilizing data and feedback to drive continuous improvement. The Customer Care Operations Manager plays a key role in maintaining customer satisfaction, resolving complex issues, and building a strong team culture that aligns with the company's goals and values.

- Bachelor's degree in Business Administration, Management, or a related field
- Minimum of 5 years of experience in customer service or customer care management
- Proven track record of managing customer care teams and improving service delivery
- Strong leadership and team management skills
- Excellent problem-solving and conflict resolution abilities
- Proficient in customer service software and tools (e.g., CRM systems)
- Exceptional communication and interpersonal skills
- Ability to analyze data and generate insights from performance metrics
- Familiarity with quality assurance protocols and best practices
- Experience with budget management and resource allocation
- Strong organizational and project management skills
- Ability to work collaboratively with cross-functional teams
- Knowledge of industry trends and best practices in customer care
- Demonstrated ability to handle escalated customer complaints effectively
- Experience in hiring, training, and mentoring customer care staff
- Ability to develop and implement customer service policies and procedures
- Strong customer-focused mindset
- Willingness to stay updated on relevant regulations and compliance requirements
- Proficiency in preparing reports and presenting findings to senior management
- Ability to drive innovation and efficiency improvements in customer care operations

- Oversee daily operations of the customer care team
- Track and analyze key performance metrics and prepare reports
- Develop and implement customer service policies, procedures, and standards
- Handle escalated customer complaints and resolve issues
- Train, mentor, and support customer care staff
- Coordinate with other departments for seamless service delivery
- Monitor and assess customer feedback for improvements
- Develop and enforce quality assurance protocols
- Schedule and conduct regular team meetings to review performance
- Implement and manage customer service technologies and platforms
- Create and update training materials for the team
- Ensure compliance with relevant regulations and company policies
- Conduct regular performance evaluations and provide feedback
- Plan and execute strategies to increase customer satisfaction and retention
- Manage the customer care budget and allocate resources
- Collaborate with product and marketing teams to communicate customer needs
- Stay updated on industry trends and best practices
- Lead initiatives to enhance the customer care experience
- Handle staffing decisions, including hiring, onboarding, and terminations

The ideal candidate for the Customer Care Operations Manager role will possess a Bachelor's degree in Business Administration, Management, or a related field, complemented by a minimum of 5 years of proven experience managing customer care teams and driving service excellence. This individual will exhibit strong leadership, motivational, and team management skills, with a demonstrated ability to resolve conflicts and handle escalated complaints effectively. They will bring exceptional communication and interpersonal abilities, enabling them to work collaboratively with cross-functional teams and convey customer needs and insights to senior management. Their proficiency in customer service software, particularly CRM systems, will be complemented by their analytical skills, allowing them to track key performance metrics and generate actionable insights. Highly organized and detail-oriented, the ideal candidate will excel in strategic planning, resource allocation, and project management. They will demonstrate a strong customer-focused mindset, empathy, and a commitment to continuous improvement and innovation, remaining abreast of industry trends and best practices. Additionally, the ideal candidate will have experience in developing and implementing customer service policies and quality assurance protocols, ensuring regulatory compliance. With a proactive approach and resilience, they will handle challenging situations with a positive attitude, drive team performance through effective coaching and mentoring, and consistently aim to enhance the customer care experience through strategic and innovative initiatives.

- Oversee and manage the daily operations of the customer care team
- Track and analyze key performance metrics and prepare reports for senior management
- Develop and implement customer service policies, procedures, and standards
- Handle escalated customer complaints and resolve issues efficiently
- Train, mentor, and provide ongoing support to customer care staff
- Coordinate with other departments to ensure seamless customer service delivery
- Monitor and assess customer feedback to identify areas for improvement
- Develop and enforce quality assurance protocols
- Schedule and conduct regular team meetings to review performance and updates
- Implement and manage customer service technologies and platforms
- Create and update training materials and resources for the customer care team
- Ensure compliance with all relevant regulations and company policies
- Conduct regular performance evaluations and provide constructive feedback
- Plan and execute strategies to increase customer satisfaction and retention
- Manage the customer care budget and allocate resources appropriately
- Collaborate with product and marketing teams to communicate customer needs and insights
- Stay updated on industry trends and best practices in customer care operations
- Lead initiatives to enhance the customer care experience through innovation and efficiency improvements
- Handle staffing decisions, including hiring, onboarding, and termination processes.

- Strong leadership and motivational skills
- Exceptional communication and interpersonal skills
- Proactive problem-solving and conflict resolution abilities
- High level of empathy and customer-focused mindset
- Analytical and data-driven decision-making capabilities
- Ability to work under pressure and handle challenging situations
- Excellent organizational and multitasking skills
- Passion for continuous improvement and innovation
- Detail-oriented with a commitment to quality
- Strong sense of accountability and ownership
- Adaptability to changing circumstances and priorities
- Effective collaboration with cross-functional teams
- Strategic thinking with a focus on long-term goals
- High degree of professionalism and integrity
- Positive attitude and resilience in facing setbacks
- Strong coaching and mentoring abilities
- Ability to inspire and drive team performance
- Clear vision for enhancing customer care experiences
- Expertise in leveraging customer service technologies
- Commitment to personal and team development

- Competitive salary range
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible working hours
- Remote work options
- Employee wellness programs
- Professional development opportunities
- Tuition reimbursement programs
- Career growth and advancement
- Company-sponsored training and certifications
- Performance bonuses
- Life and disability insurance
- Employee assistance program (EAP)
- Travel and expense reimbursement
- Company-sponsored events and retreats
- Access to cutting-edge customer service technologies
- Supportive and inclusive work environment
- Opportunity to work with a dynamic and innovative team