Manager of Customer Care

Care.com is the largest and fastest-growing technology platform for online care services, helping families, businesses, and corporate employees find high-quality care for their kids, pets, parents, and homes. We’re seeking an innovative, entrepreneurial, and genuinely nice person to join our collaborative team. If that describes you, we want to hear from you! A career at Care.com offers countless ways to grow and have a real effect on a young, exciting company.

Overview:

Our Member Care Team is on the front lines serving as the first point of contact to our over 32 million members (and growing) who utilize the Care.com platform. This team is responsible for aiding members through various communication channels including phone support, email support, "live" agent chat, social media, and other communication platforms to address any number of issues related to your Care.com membership. This will include simple fixes such as forgotten username/passwords issues, to navigating the platform and responding to refund requests.

As a Manager of Customer Care, you'll be responsible for managing all aspects of our Member Care Team and have a team of Supervisors as direct reports. We're seeking a strong candidate who excels in operational excellence, is accustomed to meeting key SLAs and objectives, and can develop a productive team.

Responsibilities:

  • Serve as a subject matter expert of the Care.com website and operational policies and procedures.
  • Make continuous recommendations to improve the member experience based on competitive trends and internal data from feedback and customer outreach
  • Provide feedback on member escalations
  • Analyze, develop and refine team processes and guidelines as needed
  • Prioritize improvement projects and conduct cost/benefit analyses as necessary
  • Prioritize and escalate system bugs and assist with resolution of customer-facing follow up
  • Conduct business process analysis and report on weekly operational KPIs to adjust processes as necessary to ensure team SLAs and goals are being met
  • Hire, coach and develop team supervisors to ensure team standards are being met and team goals can always be accomplished
  • Implement Performance Improvement Plans as necessary to ensure team standards are being met
  • Ensure all team SLAs are met and costs are contained
  • Manage team goals
  • Conduct weekly 1:1s and full team meetings
  • Work with outsourcing partners to ensure consistent performance and cost containment

Requirements

  • Strong communication and presentation skills
  • Exceptional Analytical Skills
  • Exceptional Management and Leadership skills including change mangement and influence skills
  • Demonstrated ability to write clearly and concisely with attention to tone
  • Excellent organization and multi-tasking skills
  • Strong attention to detail with focus on process
  • Enthusiasm for handling and resolving probelms
  • Adaptability to changes in the work environment, schedule, and competing priorities
  • Ability to build relationships with key stakeholders in Care.com as well as the team
  • Proficient computer skills in Microsoft Office Suite and reporting tools. Salesforce.com experience a PLUS


Education/Other Pre-requisites

  • Bachelor's Degree preferred; or equivalent work experience
  • 5+ years of experience in a professional environment
  • Management of a virtual team experience a plus


About Care.com

Since launching in 2007, Care.com (NYSE: CRCM) has been committed to solving the complex care challenges that impact families, caregivers, employers, and care service companies. Today, Care.com is the world’s largest online destination for finding and managing family care, with 18.3 million families and 13.4 million caregivers* across more than 20 countries, including the U.S., UK, Canada and parts of Western Europe, and approximately 1.7 million employees of corporate clients having access to our services. Spanning child care to senior care, pet care, housekeeping and more, Care.com provides a sweeping array of services for families and caregivers to find, manage and pay for care or find employment. These include: a comprehensive suite of safety tools and resources members may use to help make more informed hiring decisions - such as third-party background check services, monitored messaging, and tips on hiring best practices; easy ways for caregivers to be paid online or via mobile app; and Care.com Benefits, including the household payroll and tax services provided by Care.com HomePay and the Care Benefit Bucks program, a peer-to-peer pooled, portable benefits platform funded by household employer contributions which provides caregivers access to professional benefits. For enterprise clients, Care.com builds customized benefits packages covering child care, back up care and senior care consulting services through its Care@Work business, and serves care businesses with marketing and recruiting support. Headquartered in Waltham, Massachusetts, Care.com has offices in Berlin, Austin and the San Francisco Bay area.

*As of December 2018

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds.