Customer Care Manager – Service Operations
Compensation
$90K - 120K a year
Responsibilities
Lead and manage a team of Service Representatives, oversee daily performance and case flow, and collaborate with cross-functional teams to improve processes.
Requirements
4+ years leading customer service or operations teams, experience in high-touch digital environments, strong organizational and metrics-driven skills, and ability to coach with empathy.
Full Description
Description: • Lead a team of Service Representatives who guide families with empathy and accuracy • Manage daily performance through standups, 1:1s, and feedback sessions • Oversee case flow, handoffs, and service performance metrics • Partner with cross-functional teams to identify friction points and propose process improvements Requirements: • 4+ years of experience leading in a customer service or operations function • High-touch, digital environment experience with high hospitality standards • Strong operational backbone, organized, detail-oriented, and metrics-driven • Ability to lead with empathy and structure • Must be energized by coaching others Benefits: • Full medical, dental, and vision insurance • Unlimited PTO • 10 paid holidays • $300 home office stipend • Company-issued laptop
This job posting was last updated on 10/10/2025
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