DigitalMarketer Customer Care Manager in Austin, Texas
As the Customer Care Manager, you will work directly with the DigitalMarketer customer-facing staff to uphold the company's core values, especially the commitment to love, protect, and respect our customers in every interaction. You will promote the core values and directly impact the company goal of doubling the size of 10,000 businesses by:
Envisioning, planning, and implementing customer success programs to improve customer usage, retention, and happiness
Motivating, supporting, and training your Customer Care team as the liaisons between the customers and the company to ensure that the company brand is consistent in every interaction
Working with the company leadership to design programs that support cross-training and a commitment to teamwork across all departments
Examples of specific tasks & responsibilities of the Customer Care Manager:
Daily management of a team of 5 -10 Customer Care Advocates with the expectation for rapid growth
Hiring, orienting, and training new members of the Customer Care team in alignment with the company core values
Establishing and upholding standard procedures for Customer Care Advocates both internally and externally to promote consistency and quality across the whole department
Supporting the Customer Care team in establishing effective workflows to meet department KPIs, including increasing customer satisfaction, reducing churn and refund rates, and reducing customer response times
Ensuring that every Customer Care Advocate follows established procedures for customer interaction through ongoing training, monitoring, and reviews
Developing the Customer Care team to maximize customer operational performance by providing help desk resources and technical advice, resolving problems, disseminating advisories, warnings, and new techniques
Communicating job expectations and engaging in tough conversations with both customers and staff when necessary
Collaborating with the Director of Monetization in the decision making process to maintain a positive, supportive, and collaborative team environment and contributes to future strategic plans for the department
Acting as the liaison between the Executive team, the customer care team, and our customers
Forecasting requirements, necessary system improvements, and identifying customer service trends to proactively resolve barriers to customer experience
Comprehensive experience in Customer Care management (5+ years), experience in a marketing setting preferred but not required
Displays an exceptional level of empathy, adaptability, and team leadership with a willingness to provide constructive feedback and corrective measures when necessary
Process-oriented with the ability to review current standard procedures, improve upon the strategies, and establish a defined method of both communicating with customers as well as processing the requests on the back end
Superior data monitoring and analytical skills that will directly contribute to tracking company metrics and establishing department KPIs in a high growth environment
Pursues growth and learning everyday (e.g. participates in educational opportunities, reads professional publications, maintains personal networks, participates in professional organizations to increase customer and employee experience, etc.)
Experience in customer retention best-practices and willingly adapts to new trends as the leader of the department that protects company revenue
Familiarity with help desk software (Zendesk, Hubspot Preferred)
Experience in preparing annual budgets with the ability to meet customer service financial objectives, most notably protecting revenue
401K with Company Matching!
Opportunities for advancement
DigitalMarketer provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, DigitalMarketer complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
DigitalMarketer is a research, training and certification company based in Austin, TX that focuses on sharing what’s new and what’s actually working in digital marketing with small businesses, agencies and marketing professionals.
Our mission is simple: We want to help double the size of 10,000 small businesses by 2020, and we believe the best way to do that is to train a new breed of digital marketing professions so they’re able to leverage modern distribution channels to generate additional leads and sales for their companies.
We’re passionate about this mission, and we absolutely love what we do. If you would like to share in this mission and you believe you possess an uncommon blend of marketing genius and entrepreneurial irreverence, then we invite you to apply.
TIP: Watch this short video to learn more about DigitalMarketer and our mission: https://www.youtube.com/watch?v=0LhuD15EkO4