Prepare your people and stay in compliance using industry-specific training, operational readiness, workforce management, and risk management solutions. Backed by Insight and Norwest.
About the role
Lead the Customer Care team across multiple products by providing ongoing service to customers, including state and federal customers. Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles
- Ability to obtain and maintain federal security clearance, as required by customer contracts
- Ability to manage team members who work across different products
- Experience leading customer care teams and managing day-to-day support operations
- Experience supporting state, federal, or other regulated public-sector customers preferred
- Ability to manage and improve performance using service metrics and KPIs
More about this role
Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.
Vector Solutions is seeking a Sr Manager, Customer Care to join our team. This role provides will provide leadership to a team of nine customer care team members located in the United States and the Philippines and is responsible for delivering high-quality customer care, ensuring operational excellence, and driving strong team performance. This role serves as a key escalation point for customer issues and partners cross-functionally to support customer readiness, retention, and satisfaction.
Lead the Customer Care team across multiple products by providing ongoing service to customers, including state and federal customers.
Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
Own and manage performance against established KPIs, including call volume, response time, CSAT, and...
Read the full posting on Vector Solutions | News & Press's site ↗
Browse similar: Startup jobs · Remote jobs