Customer Care Manager

Job ID 23684 – Customer Care Manager

Location: Tampa, 33634 – This position is onsite

Pay: $85,000 - $100,000 yearly

Type: Direct hire

Schedule: M-F, 8:00 AM to 5:00 PM EST

Job description:

1. Lead daily Customer Care operations to ensure consistent, high-quality service and achievement of performance, retention, and customer satisfaction goals.
2. Serve as a primary liaison between customers and internal teams, resolving escalated issues quickly, professionally, and accurately.
3. Monitor service levels, call performance, work order accuracy, and customer trends using reporting and call center tools to identify areas for improvement.
4. Supervise, coach, train, and develop Customer Care and Retention Specialists, including goal setting, performance reviews, and ongoing employee development.
5. Maintain relationships with key accounts, support customer retention initiatives, identify process improvements, and assist with operational functions such as data entry, billing, shipping, and receiving.

Nice to have:

• Call center leadership
• B2B customer support
• Provider or practice experience

Requirements:

• Must have 3-5 years of call center customer support
• Must be MS Office proficient including
• Five9 experience is a very strong preference - Similar software to Five9: Genesys Cloud CX/PureCloud, NICE CXone/InContact, Talkdesk, RingCentral, Cisco
• High school diploma or equivalent
• Background check required
• Drug screening required
• Reference checks required