Job Description

We are seeking a motivated and experienced Digital Customer Care Manager to join our team. The ideal candidate will have a proven track record in setting up and leading a successful digital care team from scratch. In this role, the successful candidate will be responsible for overseeing the implementation of our digital customer care strategy.

Roles:

• Develop and implement a digital customer care operation 
• Oversee the daily operations of the digital customer care team, including performance management, training, and development.
• Monitor and analyze customer interactions across all digital channels to identify trends, pain points, and opportunities for improvement.
• Develop and implement innovative solutions to enhance customer satisfaction and efficiency.
• Collaborate with cross-functional teams to ensure seamless customer experiences across all touchpoints.
• Measure and report on key performance indicators (KPIs) related to customer satisfaction, resolution rates, and first contact resolution.
• Experience working with AI and chatbots to enhance the customer experience.
   

Qualifications

• Minimum of 5 years of experience in customer service management, with a focus on digital channels.
• Proven track record of building and leading high-performing customer care teams.