Fully Remote in the states of: Arizona, California, Colorado, Illinois, Iowa, Kentucky, Michigan, North Carolina, Ohio, Oklahoma, Oregon, Texas, Utah, or Washington
THE JOB
We are looking for a skilled coach and natural leader with management experience under their belt to manage our fully remote Client Services team. Our perfect candidate loves identifying each team member’s strengths and putting them in a position to succeed. Also, they thrive off a high volume, ever-changing and fast-paced environment. This manager needs to embody a get-it-done approach to improve processes, has a customer-centric mindset, and passion for developing team members to the next level.
The primary focus of this role is to efficiently and independently manage a team that services our clients and online store programs through quick response via email, phone, and chat. These positions include working with our client’s end users on their order needs and our offshore program assistants who support the backend of our online store e-commerce platform.
RESPONSIBILITIES
- Coach, provide feedback and improve the skill set of your team members through constant training, weekly call reviews, one-one-ones, and team meetings
- Closely monitor all team queues, tasks, inboxes and consistently track and analyze data to improve the productivity and service level of the team
- Operate with a customer centric approach and foster an environment where team members support all sales and service efforts
- Create and optimize processes, training and videos that will improve the client’s overall experience as well as make your team’s life easier
- Handle escalation issues related to customer support, empathetically addressing client issues while resolutely pushing to improve systematic challenges
- Maintain deep understanding of Kotis’ platform and coach your team to speak to customers about relevant features for their specific business needs
- Create and send monthly program newsletters to clients
- Be the go-to for team members and other department managers on team processes by answering questions, conducting meetings and creating resource guides
- Be a champion of Kotis’ culture and core values, creating a feeling of team unity among remote employees
- Responsible for new hire training, current team member ongoing and cross training to uphold all standard operating procedures
- Hold team meetings, 1:1 meetings and performance reviews on an ongoing basis
- Plan team events and employee recognition including weekly "water cooler meetings"
- Focus on consistently streamlining the workflow of tasks to improve the overall productivity and skillset of the team while clearly communicating changes to team members
- Manage team out of office coverage planning and act as a back-up when needed
- Assign and communicate projects to team members
REQUIREMENTS
- 2+ years management or lead experience strongly preferred
- Remote work experience required
- Experience working with offshore team members preferred
- Thrives in a high volume, fast-paced, constantly changing environment
- Capable of remaining calm and composed under pressure
- Strong communication and organizational skills
- Strong PC skills
- Proven ability to adhere to and improve processes and work at a quick and accurate tempo
- Has a “fighting for better” mentality to constantly improve and never settle
- Kotis customer service hours are M-F 8:30a – 5p PST schedule. This schedule is not required for you to work daily, but need to be available during these times.
COMPENSATION
60K-75K/yr DOE
