Customer Service Manager - Remote | WFH

About Us: We are a leader in financial insights and market analysis, dedicated to providing accurate, actionable information that empowers investors to make informed decisions. Our commitment to exceptional customer service is at the heart of what we do, and we're looking for an empathetic, proactive Customer Service Manager to lead our remote support team and enhance our customer experience.

Position Overview: As the Remote Customer Service Manager, you will guide a virtual team of customer service representatives, ensuring top-tier support that reflects our high standards. This role is crucial in representing our brand, addressing escalations, implementing best practices, and leveraging data to drive continuous improvements. You'll collaborate with Sales, Product Development, and Marketing to maintain a customer-centered approach across the organization.

Key Responsibilities

Lead, coach, and manage a remote team of customer service specialists to consistently meet performance goals.

Develop and improve customer service processes, policies, and standards to drive customer satisfaction and engagement.

Handle escalated customer issues with empathy and efficiency, ensuring swift resolutions.

Monitor and analyze service metrics to identify trends, areas for improvement, and training needs.

Provide actionable feedback to cross-functional teams to support product and service enhancements.

Cultivate a positive, customer-focused culture within the remote team through training, coaching, and regular feedback sessions.

Stay up-to-date on industry best practices and tools to keep our customer service top-notch.

Requirements

Bachelor's degree in Business, Management, Communications, or a related field (or equivalent experience).

3+ years of experience in customer service management, preferably in tech, finance, or a remote setting.

Proven experience managing and developing high-performing remote teams.

Strong communication skills and an ability to effectively navigate challenging customer interactions remotely.

Familiarity with CRM software and remote communication tools; experience with financial tools or market data platforms is a plus.

Analytical skills to interpret service data and implement data-driven improvements.

Strong problem-solving skills and the ability to work independently in a remote environment.

What We Offer

Flexible, Remote Work: Enjoy the flexibility to work from anywhere in the U.S. and set a schedule that promotes work-life balance.

Professional Growth: Access opportunities for career development within a fast-growing company.

Impactful Role: Take on a position 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: Join a diverse, forward-thinking team that values customer success and continuous improvement.

Ready to Make a Difference? If you're passionate about customer service and excited to lead a team that prioritizes excellence, we'd love to hear from you!

Employment Type: Full-Time