Customer Care Manager

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🕒 May 7

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Over The Bloody Moon

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

⚕️ Healthcare Insurance

📚 Education

🌍 Social Impact

Healthcare Insurance • Education • Social Impact

Over The Bloody Moon is the world’s largest collective of menopause, andropause, and menstrual health experts. We partner with organisations globally to provide exceptional content, training, and experiential events to accelerate a workplace culture of inclusivity around hormonal health. Operating in Asia, Australia & New Zealand, UK, Ireland, Europe, North and South America, we understand the cultural nuances and diversity of experiences to flex our content and approach accordingly.

📋 Description

• Recruit, train, and mentor a high-performing customer care team. • Foster a positive and collaborative work environment to ensure team success. • Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement. • Oversee day-to-day operations of the customer care department. • Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media). • Develop and maintain customer service policies, scripts, and protocols. • Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self service and automation systems. • Collaborate with the operations team and OTM brands to address common customer pain points, such as shipping delays or returns. • Monitor customer feedback trends and liaise with merchandising, marketing and exec teams to share insights that can improve products, policies, and overall experience. • Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self service. • Generate and analyze customer service reports to inform decision-making. • Serve as a brand ambassador by ensuring all communications reflect our values and tone. • Work with marketing to address social media comments, reviews, and public queries. • Take lead on assigned projects focusing on analyzing and solving key operational issues outside of the typical customer care remit. • Liaise with the executive team and work cross-functionally on special projects as they are assigned.

🎯 Requirements

• Proven experience as a Customer Service Manager or in a similar role, preferably in retail eCommerce. • Strong leadership skills with experience managing remote teams. • Exceptional communication and interpersonal skills. • Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly). • Data-driven with the ability to analyze metrics and make informed decisions. • A customer-first mindset with a knack for creative problem-solving. • Knowledge of fashion, homewares, and lifestyle products is a plus.