New Manager, Customer Care AMER Remote-LATAM

Remote is seeking a New Manager, Customer Care AMER Remote-LATAM to lead, inspire, and coach a team of Customer Care Specialists to achieve exceptional customer satisfaction. You will embodying Remote's core Customer Experience (CX) principles, enhancing their skills in communication, problem-solving, product knowledge, and efficiency. Address and manage team performance issues timely, providing constructive feedback and development plans, while mentoring and sharing knowledge with other leaders for effective performance management.You will also serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions, identify underlying problems and take the initiative to fix root causes cross-functionally. Suggest, develop and roll-out new processes, policies and guidelines to improve the overall customer experience and service standards, measure success and iterate as needed.Staying aware of industry best practices and emerging trends to adapt these strategies as needed. Collaborate with various teams to optimize internal processes and workflows. Lead initiatives based on data insights to improve customer service experiences and standards.