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On behalf of our client, Sienna Charles, the premier luxury lifestyle company featured in magazines such as Forbes, we are looking for a Customer Service Manager to join our growing team.
You will have the responsibility to oversee and execute the company’s day-to-day operations of our exclusive travel and lifestyle customer services team, creating incredible travel experiences for our elite clientele.
Our ideal candidate is tech savvy, customer service oriented, has remotely managed a team of at least 20 agents remotely, and has extensive experience with product management tools and dashboards. Ideally, you’ve managed a small international team of customer service representatives and have previous experience meeting strict timelines.
Key Responsibilities:
- Team and Project Management: Responsible for all day-to-day operations related to client travel and concierge requests, setting and maintaining team schedules, ensuring client deadlines are met or exceeded, providing quality control to ensure standards are always met. Updating internal dashboards to keep all personnel up to date on statuses and next steps.
- Training and Coaching: Overseeing our training program to empower your team to be able to consistently execute at the highest standards. Provide performance reviews and feedback to continually improve the teams’ performance and confidence.
- Process Improvement: Partner closely with the team to proactively identify and prioritize opportunities for process improvement which includes requests to the technology team to improve and optimize the workflows and dashboards. Create future processes and standards for your team based on data as we continue to learn and improve.
- Problem Solving: Ability to think creatively to manage exceptions and issues as they arise from the team and client situations. You will be the primary point of escalation for questions and concerns from the team and be responsible for assisting in finding and creating solutions to challenges.
- Ability to effectively solve tasks via primarily email & chat.
Persona Fit:
If the below describes you well and are attributes that come naturally to you, this would be a good indicator that you are right for the role.
Character and Culture: Relatable and engaging personality, enjoys working with others, and has strong written and verbal communication skills. Practices a high level of discretion and maintains confidentiality with our clients and team.
Attention to Detail: You are obsessed with making sure every piece is where it needs to be and can't let something go until you know it's perfect.
Prioritization and Efficiency: Strong sense of urgency; you can determine what to focus on first and can work both quickly and efficiently to maintain multiple deadlines.
Ownership and Management: You see your role as more than a job and look for ways to go above and beyond to improve the process continuously. You stay on top of all tasks and know how to organize, maintain and prioritize your day.
Requirements:
- Previous management experience with a record of keeping your team focused and on track. You will have 2 Team Leads and an international team of 10 Travel Agents.
- Experience to handle 2k tickets per year and a scaling team to process 5-10k tickets per year.
- Tech savvy with dashboards, CRM, Monday, Airtable and others.
Ideally experienced in a company with high level B2C services in a similar industry: private banking, hospitality, or fashion or with high-level elite clientele. - Results-driven, self-motivated individual with the ability to multi-task
- Strong cross-functional communication skills, verbal and written
- Experience driving projects, prioritizing tasks from start to finish, and leading cross-functional teams to completion
- Creative and strategic thinking skills, specifically regarding client advocacy and retention
- Track record of training and empowering employees
- Flexible Schedule Availability – to include some weekend availability
- English - completely flawless level
Timezone:
Sienna Charles is based in EST timezone, and this role would require working primarily in EST business hours (2PM-10PM GMT+2 time).
We Offer:
- Competitive salary fixed in USD;
- Private Entrepreneurship formalisation;
- Cozy office in Tel-Aviv AND Opportunity to work remotely from the whole world;
- Sick Leave coverage;
- Vacation – 17 working days (flexible, if you need more);
- Work within growing service company with prospectives for education and career advancement;
- Participation in projects within the active development stage;
- The friendly international team of strong professionals that will help you to achieve results;
- Agile management & internal mobility, no bureaucracy and initiative-friendly attitude;
- Possibilities for business trips abroad;
- Corporate team building events.
