Customer Care Manager

hackajob is collaborating with Verisk to connect them with exceptional professionals for this role.

Description

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager. In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes. This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.

Position is eligible for a performance bonus, in addition to base salary.

Responsibilities

Operational Management (Real-Time & Daily Execution)

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• Monitor and manage real-time service operations, including: \n
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  • Call and chat queues
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  • Average speed of answer (ASA)
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  • Abandon rates
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  • Contact volume and backlog health
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• Adjust staffing, priorities, and workflows to maintain service level targets
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• Identify and respond to service disruptions or volume spikes
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• Ensure consistent adherence to schedules, productivity expectations, and service standards
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Team Leadership & People Management

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• Directly manage approximately 50% of the Customer Care team
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• Conduct regular 1:1 meetings, coaching sessions, and performance check-ins
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• Provide ongoing mentorship, career development, and skill progression support
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• Foster a positive, accountable, and high-performance team culture
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• Lead performance reviews (daily, weekly, monthly) and goal setting
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Performance Management & KPI Ownership

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• Drive team performance across core KPIs, including: \n
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  • Customer Satisfaction (CSAT)
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  • First Contact Resolution (FCR)
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  • Quality Assurance (QA) scores
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  • Productivity and utilization metrics
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  • Abandon rates and response times
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  • Revenue influence and customer growth behaviors
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• Hold team members accountable to predefined performance thresholds
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• Use data insights to identify trends, gaps, and opportunities for improvement
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Coaching & Quality Improvement

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• Partner with the Service Quality team to: \n
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  • Ensure accurate and consistent evaluation of customer interactions
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  • Identify coaching opportunities and performance trends
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• Deliver targeted coaching to improve: \n
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  • Customer experience quality
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  • Technical accuracy and problem resolution
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  • Communication and solution-selling behaviors
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• Track and measure effectiveness of coaching efforts over time
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Customer Experience & Continuous Improvement

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• Champion a high-quality, consistent customer experience across all interaction channels
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• Analyze patterns in customer interactions to identify process or product issues
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• Drive initiatives to improve: \n
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  • Customer satisfaction
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  • Efficiency and time-to-resolution
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  • Customer retention and engagement
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• Partner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issues
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Revenue Influence Leadership

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• Reinforce and coach behaviors that drive customer value, including: \n
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  • Effective discovery and recommendation of solutions
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  • Identification of expansion opportunities
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  • Customer adoption and retention support
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• Ensure team balances customer experience with revenue-generating opportunities
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• Monitor and improve revenue influence metrics without reliance on quotas
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Administrative & Operational Responsibilities

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• Ensure accurate documentation, reporting, and KPI tracking
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• Support workforce planning, scheduling, and capacity management
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• Participate in hiring, onboarding, and training of new team members
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• Lead team meetings, communication updates, and organizational initiatives
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• Complete all responsibilities as outlined in performance plans and assigned projects
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Qualifications

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• Bachelor’s degree or equivalent experience preferred
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• 5+ years of experience in customer service, technical support, sales, or account management
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• 2+ years of people management or team leadership experience preferred
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• Strong understanding of accounting principles (A/R) with work experience preferred
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• Strong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.)
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• Proven ability to coach and develop team members to improve performance
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• Strong analytical skills with ability to interpret KPI data and drive decisions
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• Excellent communication and interpersonal skills
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• Ability to manage multiple priorities in a fast-paced environment
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• Experience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferred
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• Familiarity with insurance or property estimating software solutions is a plus
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Success Profile

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• Consistently achieves or exceeds team performance targets across service, quality, and efficiency
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• Demonstrates strong leadership presence and builds a high-performing, engaged team
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• Effectively balances real-time operational management with long-term team development
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• Drives measurable improvements in CSAT, FCR, and service levels
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• Successfully embeds revenue-influencing behaviors without compromising customer experience
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• Creates a culture of accountability, ownership, and continuous improvement
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Role Scope & Structure

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• Manages approximately 50% of the Customer Care team
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• Works in partnership with a peer manager to ensure full team coverage
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• Reports to a senior leader responsible for the Customer Care organization
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• Operates in a high-volume, multi-channel support and solutions environment
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