Manager of Customer Care (REMOTE)

Manager of Customer Care
(Remote)

As the Solutions360 Inc. Manager of Customer Care, reporting to the Vice President of Operations, you will be responsible for ensuring that our Customer Care team delivers timely and successful resolutions to client service requests, delivering on our promise to be our customer’s most valued business partner. You will develop an in-depth knowledge of our internal processes and gain an understanding of Solutions360 Inc’s flagship software “Q360™”, allowing you to actively participate in the service call workflow and resolution.

You will have the proven ability to work closely with a remote team while working out of your own home. Travel is limited but may be required for training and assimilation with the team. Solutions360 leverages the latest video and team collaboration tools to ensure our remote workforce remains connected and engaged.

Q360™ is a complete business software package that encompasses all aspects of Project Management, Job Costing, Service Management, Inventory, Sales, and Accounting. The Manager of Customer Care will strive to gain a general understanding of each of these areas such that you can lead our Customer Care team in the support of our growing customer base. In addition to establishing this knowledge, you will lead a small but growing team of Customer Service Representatives and Support Analysts, ensuring compliance with established processes, and fostering exceptional customer communications. You will be responsible for interacting with key customers and consulting regularly with various teams within Solutions360.

Minimum Requirements:

· Demonstrable skills and experience that translate to the potential to coach/mentor/train Customer Service Representatives/Support Analysts with an emphasis on continuous improvement and education.

· Demonstrable skills and experience leading team meetings, one-on-one meetings, and communicating department and individual goals.

· Professional experience in IT/Software/Technical-based customer service.

· Demonstrated ability to triage Software/Technical concerns and leverage resources to resolve customer calls quickly and completely. Ability to set and manage expectations while showing empathy and building trust in direct customer interactions.

· Understanding of service-based KPIs and experience communicating these with clarity and confidence to key decision makers and executive employees within the company and customer base.

· High comfort level with digital technology. Digital communication skills across an international customer base and a diverse, fully-remote team. Familiarity with various digital communication platforms and file-sharing services.

· Process-oriented mentality with a desire to streamline/redefine internal customer service processes.

· Equally important, a positive outlook and sense of humor

Preferred Qualifications:

· Experience with ERP software

· Management experience in IT / software customer service

Important Note* before applying. Be sure to email a personal cover letter, and or 1-2 minute cover video, to the Attention of Laura Dempsey ldempsey@solutions360.com that expresses who you are and what you (specifically) will contribute to Solutions360 (specifically). If there is no personal cover letter/video. Your application will not be considered.
*If you use AI to “help” with your Cover letter, at least make sure you adjust it to be personal to you and to Solutions360 specifically.
Only candidates that are moving ahead in the process will receive a response. This is to give the people who are moving forward our full attention.