The Lincoln Group has partnered with a client in a confidential industry in search of a Customer Service Manager to join their team on a direct-hire basis! The Customer Service Manager will oversee customer support for their consumer IoT SaaS solutions. This position will be responsible for managing their outsourced call center, ensuring top-tier support, and driving continuous improvement in service processes. Looking for candidates who want to join an incredible team and idea-driven culture!
Type of Hire: Direct hire
Location: Centennial, CO
Compensation: Up to $100K
PRINCIPAL DUTIES:
- Monitor interactions, identify improvements, and implement strategies to enhance satisfaction.
- Oversee performance, ensuring adherence to SLAs and KPIs.
- Maintain partnerships with third-party vendors, ensuring compliance with contracts and quality standards.
- Streamline operations to enhance efficiency and reduce costs while maintaining service quality.
- Ensure regulatory compliance, conduct audits, and uphold service standards.
- Analyze metrics, identify trends, and provide actionable insights.
- Handle escalated customer complaints and ensure timely resolutions.
- Lead and develop staff through feedback, training, and evaluations.
- Implement surveys and feedback mechanisms to guide service and product improvements.
REQUIRED SKILLS, EXPERIENCE, AND ABILITIES:
- 5+ years in customer service management, ideally in technology or SaaS.
- Bachelor’s degree in Business, Marketing, or related field.
- Skilled in team development and motivation.
- Effective at engaging with customers, teams, and partners.
- Experience managing outsourced operations preferred.
- Proven ability to enhance efficiency and operations.
- Proficient in data analysis and reporting tools.
- Familiarity with IoT and SaaS is a plus.
- Thrives in dynamic, fast-paced settings.
For IMMEDIATE CONSIDERATION, please apply immediately with your resume and availability to interview. They are scheduling interviews immediately and are ready to make an offer immediately.
About Lincoln Group: We are a woman-owned executive search and professional solutions firm specializing in a tailor-made approach to service. We are experienced leaders in the industry with expertise in filling a wide variety of executive, professional, and skilled business positions on a permanent, contract, interim, or contract-to-hire basis. We serve companies looking for a holistic talent solution.