Manager, Customer Service

  • Full Time
  • Anywhere
  • Posted 4 weeks ago

Job Description

 

Title: Manager, Customer Service Training

REMOTE NATIONWIDE /

OPERATIONS – CUSTOMER CARE /

FULL-TIME EXEMPT

Side is the only real estate brokerage platform exclusively for the nation’s best agents. Based on its belief that homeownership is a fundamental human right, we provide top-performing real estate agents, teams, and independent brokerages with the best system, support, and service, in order to elevate the experience and results of buyers and sellers.

About the team

The Customer Care team is critical to upholding our mission – providing customers with a white glove, end-to-end brokerage solutions through technology. Through various service offerings, the Customer Care team invests in our customers’ goals and needs, ensures the resolutions of customer issues, fosters an emotional connection between our customers and Side and deepens and strengthens our relationship over the long term.

ABOUT THE ROLE

The Manager, Customer Service Training is a trusted partner to the Customer Care organization at Side. As the first member of the team, you will work closely with the leadership to execute critical growth plans for the organization and help build the foundation for the team’s long-term service improvement strategy. Areas of focus include onboarding new reps, minimizing time to ramp, identifying and sharing best practices, and establishing consistency and repeatability.

RESPONSIBILITIES

  • Foster service enablement priorities alongside the Customer Care Leadership.
  • Implement and administer the Customer Care Onboarding Program to efficiently and effectively ramp new hires across a spectrum of roles and responsibilities.
  • Build and maintain the training curriculum and coordinate with cross-functional teams to create informative content.
  • Maintain LMS and internal knowledge base to ensure content is up-to-date and Customer Care team members have access to the information that they need.
  • Partner with Product and Marketing to equip the Customer Care org with the knowledge and resources to bring value to our customers.
  • Use performance data to identify knowledge or skill gaps across the team.
  • Create, deliver, and coordinate content that supports the improvement of efficiency and effectiveness of the Reps.
  • Gather and relay feedback to continuously iterate on the enablement strategy.

REQUIREMENTS

  • A bachelor’s degree or equivalent work experience.
  • 5+ years of experience in Customer Service training or a related field
  • Outstanding communication and project management skills.
  • Strength in multi-tasking, prioritization, attention to detail, and organization.
  • An aptitude for learning new products and technologies.
  • Familiar with LMS and KM tools and proficient in KM methodologies.
  • Data-driven and process-oriented
  • Bonus points if you’re familiar with Salesforce or Real Estate.

COMPENSATION/PERKS

  • Competitive salary
  • Stock options
  • Best-in-class benefits, including 100% healthcare coverage (medical, vision and dental)
  • Flexible PTO
  • $1,000/yr for learning and development
  • Pet friendly environment

 

To apply for this job please visit jobs.lever.co.