Customer Care Manager

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RetailMeNot is looking for a Customer Care Manager to oversee a team of customer care agents that are responsible for providing world class customer care to RetailMeNot users. The Customer Care Manager will help guide the team while also ensuring they are meeting SLA’s and business objectives of RetailMeNot. The successful person in this role will work cross-functionally with RetailMeNot business areas to represent the department on a strategic level, coordinate teams, and manage the completion of projects.

This position is with a highly productive fast paced start up online publishing company operating with ecommerce partners and will report into the Senior Director of Operations.

Who You Are:

  • You have a bachelor’s degree in business administration or Commerce or related field
  • You have 5-7 years of operations, customer care focus, with 2-4 years customer care experience required
  • You have 2+ years direct supervisory experience
  • Experience with Excel and PowerPoint, and Salesforce (ideally Service Cloud)
  • You have strong analytical skills with knowledge of ecommerce metrics and an ability to interpret data to identify issues and trends.
  • You have experience working with customer care systems and you encompass strong leadership skills with the ability to lead cross functional teams
  • You are results focused with strong problem solving skills
  • You have the ability to meet deadlines in a fast paced environment while maintaining high quality standards to meet team and/or individual goals
  • You have excellent time management skills and a strong sense of urgency with ability to multitask and work autonomously

What You'll Do:

  • You will leverage operational expertise to help develop a best-in-class customer experience that maximizes efficiency opportunities and encourages return customers
  • You will improve the operational systems, processes and policies in support of organization’s mission and focus areas.
  • You will monitor performance by interpreting data to optimize for efficiency, and to meet KPI’s and consumer experience
  • Lead and develop a team of Customer Care Associates and Coordinators as well as forecast and plan staffing needs
  • Drive the processes and tactics needed across the team for daily customer care needs.
  • Partner with these cross functional teams to ensure products and processes being rolled out have considered our customer experience.
  • Responsible for setting and managing to specific metric-based goals
  • Ability to drive team performance while ensuring individual skill, career development and optimal performance
  • Track and analyze key KPIs including productivity and quality targets.
  • Work on special assignments/projects concerning site functionality as it concerns customer experience and satisfaction.
  • Analyze industry and competitor trends to identify new opportunities for customer care processes.
  • Develop knowledge and an understanding of the online couponing, shopping and retail spaces to drive best-in- class customer care practices.
  • Provide training, development and feedback to the team to support individual growth and maintain a positive work environment

Who We Are:

  • We value diverse perspectives and believe this translates into stronger products and a better workplace
  • We have an open, casual, fun and upbeat environment where you are given a lot of responsibility and the freedom to make a huge impact
  • We have lots of intelligent people to work with and learn from
  • We have a great open vacation policy
  • We'll provide you with food, food, and more food
  • We believe in giving prizes, bonuses, and recognition for doing what you love

Rewards

We offer an opportunity to be an integral part of a company that eagerly pursues disruption in its space to continue to drive innovation and lead the competition. Benefits of being an employee of RetailMeNot, Inc. include, but are not limited to the following:

 

- Competitive base & bonus packages; salary negotiable

- Long Term Incentive Plan

- Performance based rewards & recognition for your hard work and service

- Very competitive benefits packages, including best-in-class parental leave

- Open & flexible PTO

- Cell phone & gym membership reimbursements

- Fully stocked break room & onsite catered breakfasts & lunches multiple days/week

 

About Us

RetailMeNot, Inc. is a leading digital savings destination connecting consumers with retailers, restaurants and brands, both online and in-store. The company enables consumers across the globe to find hundreds of thousands of digital offers to save money while they shop or dine out.

 

U.S. Equal Employment Opportunity/Affirmative Action Information

Individuals seeking employment at RetailMeNot, Inc. are considered without regards to race, color, creed, religion, gender, gender identity, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other protected classification. You are being given the opportunity to provide the following information in order to help us align with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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From the fun decor and outdoor patio to our weekly happy hours, there’s a place for everyone in downtown Austin, Texas.

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