Customer Care Manager

6 months ago

Kuala Lumpur, Malaysia StoreHub Full time

Are you _driven, results-oriented and a team player?_

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.

At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun. If this is a journey you’d like to embark on, keep reading

In the **Customer Care Manager** role, you’d be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner. As the team manager, you will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and work closely with colleagues and the Head of Customer Experience to ensure consistent, high-quality service.

You don’t need to be an expert or know everything about our industry (even we don’t). But the work is challenging, fast-paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

**What you will do**:

- Lead the Customer Care Team of 40+ individuals and drive the team performance
- Coach team members on the quality of their responses to match world-class standards of customer service
- Analyse, improve and automate existing Customer Care processes with focus on scalability
- Ensure service levels (CSAT, average response time, etc.) are consistently exceeded
- Provide customer feedback to the appropriate internal teams, like product developers
- Develop and track daily, weekly and monthly reports on support team’s productivity

**What you will need**:

- At least 3 years experience as a team leader in customer care team
- Experience in a technology, B2B, SaaS company
- Strong knowledge of management methods and techniques
- Solid technical background with an ability to give instructions to a non-technical audience
- Working knowledge of customer service software and tools
- Ability to think strategically and to lead
- Excellent client-facing and communication skills

**What makes working at StoreHub awesome (and refreshing)**:
*
**Our people - for real **Our culture is unlike anywhere else, as we model ourselves on a pro-sports team where all of your colleagues are extraordinary at what they do, constantly challenging you to improve yourself and your team. Expect to work with some of the smartest and most interesting StoreHubbers who are highly effective collaborators
*
**Culture of Candour.** We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home
*
**Data availability. **The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. We are problem solvers at heart, and we strive to fix issues at their root cause. With a focus on facts and data, we make informed decisions and consider multiple perspectives to find the best solutions
*
**Embracing Feedback: Courage and Growth. **At StoreHub, we highly value the courage to give and receive feedback as an integral part of personal and professional growth. We believe in correcting, teaching, and embracing new ideas fearlessly, holding ourselves and our teammates to high standards to achieve our full potential. Failure is not a setback but an opportunity to learn and grow, and we never shy away from pushing ourselves to be our best
*
**It’s the Impact that counts. **We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person’s contribution. Instead, our model works best for people who highly value teammates who deliver consistent excellence
*
**CADCHI. **Co-created values, a compass to achieve our mission: Communication, Authenticity, Discernment, Courage, Hunger, Impact

**At StoreHub, we don't just offer a job, we offer an experience. In addition to our unique culture, we provide a wide range of perks and benefits to help you thrive**:
*
**Cutting edge tools.** If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters
*
**Sports events **sponsored by the company, including football, bouldering, basketball, squash, and more
*
**Team building activities** to help you bond and collaborate with your teammates
*
**Robust employee engagement framework** with different activities

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