Assistant Manager – Customer Solutions

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Confident

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2007

🎯 Recruiter

👥 HR Tech

💰 $70k Angel Round - Coinfident on 2024-01

Recruitment • HR Tech

Confident appears to be a Lithuania-based recruitment or HR services firm. Its website navigation uses Lithuanian (sections: ‘Apie mus’ — About us; ‘Klientams’ — For clients; ‘Kandidatams’ — For candidates; ‘Kontaktai’ — Contacts) and the presence of separate pages for clients and candidates indicates it connects employers with jobseekers and provides staffing/HR-related services. The site shows a 2015 copyright, suggesting it has been active since at least that year. Because available information is minimal, this description is intentionally conservative and framed as an apparent/likely business focus.

📋 Description

• Support the Customer Solutions Manager with day-to-day department operations, including workflow management, staffing coverage, service levels, and team priorities • Provide daily leadership, guidance, coaching, and support to Customer Solutions Representatives • Assist with training and onboarding representatives on department processes, systems, customer interactions, and service expectations • Monitor individual and team performance and provide timely coaching and feedback to improve quality, productivity, and customer satisfaction • Handle escalated and complex customer issues with customers, providers, retail partners, and internal teams • Serve as an escalation point and resource for representatives resolving customer or provider concerns • Help ensure customer interactions and resolutions protect and support IME’s and its retail partners’ brand reputation • Provide feedback to Field Operations and other departments regarding provider performance and recurring service issues • Develop working knowledge of IME’s proprietary customer solutions software and assist with system and process questions • Ensure customer records, case documentation, and related information are complete, accurate, professional, and maintained according to company procedures • Provide operational coverage and leadership when the Customer Solutions Manager is unavailable • Promote accountability, ownership, professionalism, collaboration, and customer-focused problem solving • Perform other responsibilities as assigned

🎯 Requirements

• 3+ years of experience in customer service, customer solutions, contact center operations, or a related customer-facing environment • 1+ years of experience in a lead, supervisory, coaching, or team leadership capacity • Demonstrated experience resolving complex or escalated customer concerns • Strong customer service and problem-solving skills • Excellent active listening skills, including asking effective probing questions, understanding customer concerns, overcoming objections, and identifying appropriate solutions • Strong written and verbal communication skills • Ability to coach, motivate, and provide constructive feedback to team members • Sound judgment and ability to make timely, results-oriented decisions in a fast-paced environment • Strong organizational skills and ability to manage multiple priorities while maintaining attention to detail • Ability to work independently, take initiative, and maintain responsiveness and accountability in a remote work environment • Ability to collaborate across departments and communicate with individuals at multiple organizational levels • Computer proficiency, including familiarity with Microsoft Office applications and ability to quickly learn proprietary software and contact center platforms • Preferred: 2+ years of supervisory, team lead, or people management experience • Preferred: Experience working in a contact center or high-volume customer support environment • Preferred: Experience with Five9 or similar contact center software • Preferred: Experience supporting home improvement, retail, installation services, contractors, or service-provider networks

🏖️ Benefits

• 100% remote work environment • Employer provided equipment • Medical, dental, and vision insurance • Health savings plan includes employer contribution to health savings account • Medical and dental flexible spending accounts • Company paid basic life, short-term disability, and long-term disability insurance • 401K plan with employer match • Company matches 100% of the first 4% of salary deferrals • All contributions, including employer contributions, are 100% vested immediately • Employee discount program for Electronics, Groceries, Travel, Entertainment, and more • Employee assistance program • Pay on demand • Critical illness, hospital indemnity, group accident, and legal insurance • Paid time off

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