Customer Service Manager - Sloomoo Institute : Job Details

About Sloomoo Institute Sloomoo Institute is an immersive experience based on slime and all things #satisfying. Founded in late 2019 by two best friends who found slime healing during difficult times, the mission of the company is to deliver joy. Playing with slime taps into four of the five senses: it's visually mesmerizing; it smells delicious (Sloomoo slimes are hand-made and scented); it offers soothing ASMR sounds; and it feels both relaxing and playful. The environment is made for digging in with your hands and getting off of your screens, whether you're a kid or a kid-at-heart. A finalist of Fast Company's Innovation by Design Award, the design of Sloomoo is glossy, contemporary, and accessible. There are five locations - New York, Atlanta, Chicago, Houston, and Los Angeles - with more on the way. Mission driven, the brand supports mental fitness through a partnership with the Goldie Hawn Foundation's MindUP and is committed to neurodiverse inclusivity (over 10% of the workforce is neurodiverse and often bringing job coaches to work). Position Summary We are looking for a dedicated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for ensuring customer satisfaction. As a Customer Service Manager, you will be responsible for overseeing the daily operations of the customer service department, exploring and embracing new technologies, developing and implementing customer service policies, and ensuring that our team provides exceptional service to our customers.Responsibilities

• Identify opportunities to improve efficiency and service by embracing new technology and automation tools.
• Oversee daily operations of the customer service department.
• Develop and implement customer service policies and procedures.
• Train, mentor, and manage customer service representatives.
• Handle escalated customer issues and complaints.
• Monitor and analyze customer service performance metrics.
• Work closely with other departments to improve customer experience.
• Ensure the customer service team meets performance goals and targets.
• Conduct regular team meetings and training sessions.
• Develop and maintain customer service training materials.
• Stay updated on industry trends and best practices.
• Implement strategies to improve customer satisfaction and retention.
• Manage customer service budget and resources.
• Prepare and present reports on customer service performance.
• Identify and address areas for improvement in customer service processes.
• Foster a positive and collaborative team environment.
• Ensure compliance with company policies and regulations.
• Handle customer inquiries and provide accurate information.
• Resolve customer issues in a timely and effective manner.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with marketing and sales teams to enhance customer experience.
• Other duties as assigned.

Qualifications:

• Three to five years of experience in communications, marketing, sales, account management, event planning or customer success.
• Bachelor's degree or equivalent.
• Knowledge of Salesforce and project management tools.
• Ability to prioritize the needs of the different departments.
• Strong skills in verbal and written communications, strategic planning, and project management.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Excellent time management and organizational skills.
• Excellent communication skills and a friendly and approachable manner with staff from across the organization, ensuring good working relationships.
• Ability to build and maintain strong relationships with key stakeholders.
• Energetic, perceptive, confident problem solver with a good sense of humor.

Inclusivity Statement: Sloomoo Institute is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful. Sloomoo Institute does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.