Customer Service Manager - lincoln group : Job Details

The Lincoln Group has partnered with a client in a confidential industry in search of a Customer Service Manager to join their team on a direct-hire basis! The Customer Service Manager will oversee customer support for their consumer IoT SaaS solutions. This position will be responsible for managing their outsourced call center, ensuring top-tier support, and driving continuous improvement in service processes. Looking for candidates who want to join an incredible team and idea-driven culture!

Type of Hire: Direct hire

Software: SharePoint, Full Ticketing System experience

Location: Centennial, CO

Compensation: Up to $100K

PRINCIPAL DUTIES:

• Monitor interactions, identify improvements, and implement strategies to enhance satisfaction.
• Oversee performance, ensuring adherence to SLAs and KPIs.
• Maintain partnerships with third-party vendors, ensuring compliance with contracts and quality standards.
• Streamline operations to enhance efficiency and reduce costs while maintaining service quality.
• Ensure regulatory compliance, conduct audits, and uphold service standards.
• Analyze metrics, identify trends, and provide actionable insights.
• Handle escalated customer complaints and ensure timely resolutions.
• Lead and manage outsourced partnerships through feedback, training, and evaluations.
• Implement surveys and feedback mechanisms to guide service and product improvements.

REQUIRED SKILLS, EXPERIENCE, AND ABILITIES:

• 5+ years in customer service management, ideally in technology or SaaS.
• Bachelor's degree in Business, Marketing, or related field.
• Skilled in team development and motivation.
• Effective at engaging with customers, teams, and partners.
• Experience managing outsourced operations preferred.
• Proven ability to enhance efficiency and operations.
• Proficient in data analysis and reporting tools.
• Familiarity with IoT and SaaS is a plus.
• Thrives in dynamic, fast-paced settings.
• Experience working with chatbots is a plus.

For IMMEDIATE CONSIDERATION, please apply immediately with your resume and availability to interview. They are scheduling interviews immediately and are ready to make an offer immediately.

About Lincoln Group: We are a woman-owned executive search and professional solutions firm specializing in a tailor-made approach to service. We are experienced leaders in the industry with expertise in filling a wide variety of executive, professional, and skilled business positions on a permanent, contract, interim, or contract-to-hire basis. We serve companies looking for a holistic talent solution.