Customer Service Manager

About Check the Ticker:

Check The Ticker is a leader in financial insights and market analysis, dedicated to delivering accurate and actionable information that empowers our users to make informed investment decisions. Our commitment to exceptional customer service is paramount, and we are seeking a skilled, empathetic, and proactive Customer Service Manager to lead our remote support team.

Position Overview:

As a Remote Customer Service Manager, you will lead a virtual team of customer service representatives, ensuring they provide high-quality support that aligns with our company’s standards. This role is pivotal in representing our brand to customers, addressing escalations, implementing best practices, and using data to drive improvements in service quality. You will work closely with other teams like Sales, Product Development, and Marketing to ensure a customer-focused approach across the company.

Key Responsibilities:

• Lead, coach, and manage a remote team of customer service specialists to meet or exceed performance goals.
• Develop and refine customer service processes, policies, and standards to enhance customer satisfaction and engagement.
• Handle escalated customer issues with empathy and efficiency, ensuring swift resolutions.
• Monitor and analyze service metrics and KPIs to identify trends, improvement areas, and training needs.
• Provide feedback and insights to cross-functional teams to support ongoing product and service improvements.
• Foster a positive, customer-focused culture within the remote team through training, coaching, and regular feedback sessions.
• Stay informed about industry best practices, trends, and tools to keep our customer service at the forefront of the industry.

Requirements:

• Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).
• 3+ years of experience in customer service management, preferably in a tech, finance, or remote-based setting.
• Proven track record of managing and developing remote teams with high performance.
• Strong communication skills and an ability to effectively manage challenging customer interactions remotely.
• Familiarity with CRM software and other remote communication tools; experience with financial tools or market data platforms is a plus.
• Analytical skills with the ability to interpret service data and implement data-driven improvements.
• Strong problem-solving skills and ability to work independently and under pressure in a remote environment.

Benefits of Joining Check The Ticker:

• Flexible, Remote Work: Work from anywhere within the US, with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career development and growth within a rapidly expanding company.
• Impactful Role: Take on a role where you can directly influence our customer experience and service strategy.
• Competitive Compensation: We offer a competitive salary, comprehensive benefits, and performance-based incentives.
• Inclusive Culture: Be part of a diverse, forward-thinking team committed to customer success and continuous improvement.

Ready to Make a Difference?

If you’re passionate about customer service and excited to lead a team that values excellence, we’d love to hear from you!