This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Care Manager for Confidential Company, you will be responsible for leading engaged teams and improving operational efficiencies on our Care Team. The ideal candidate will have a customer-first mindset and lead in a goal-oriented, inspiring way by lifting others up and providing constructive feedback to help them be their best. - Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company - Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member - Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics - Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement - Document SOPs for new and existing processes - Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations - Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage - Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives - Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling - Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy - Assist the department director with additional tasks and responsibilities, delegated on as-needed basis KPIs - Customer Satisfaction (CSAT) – Monitor, analyze, and implement coaching strategies to improve customer feedback scores - Call/Contact Quality – Establish quality standards, conduct evaluations, and provide feedback to enhance service delivery - Agent Adherence – Track schedule compliance and identify root causes of deviations to maintain staffing levels - Average Handle Time (AHT) – Balance efficiency with quality; work with agents to optimize call resolution without sacrificing service standards - First Contact Resolution (FCR) – Reduce repeat contacts through process improvements and training - Team Productivity & Attendance – Monitor agent KPIs, coach underperformers, and recognize high performers - Operational Metrics – Track abandon rate, speed to answer, and service levels to ensure targets are met - Conversion Metrics – Track and drive sales performance indicators as defined by the department Qualifications - 5+ years of management experience - 2+ years of managing a fully remote workforce - Experience in a DTC or e-commerce environment - High level of adaptability when it comes to shifting goals, along with a willingness to jump into issues and solve them both strategically and tactically - Adept at mentoring and coaching diverse group of people - Project management skills and a high level of proficiency with multiple forms of technology - Outstanding oral and written communication and presentation skills - Experience with contact center platforms (e.g., Gladly, Zendesk, Gorgias, or similar CRM/helpdesk tools) - Familiarity with workforce management software for scheduling and forecasting - Experience working with QA platforms (e.g., QEval, MaestroQA, or similar) - Comfort working with data and building basic reports/dashboards to surface insights (Excel, Looker, etc.) - Proven ability to manage a team of 10+ agents, including hiring, performance management, and separations - Experience owning onboarding and L&D programs end-to-end, not just contributing to them Nice-to-Haves - Exposure to fraud and chargeback workflows - Experience leading teams in a remote setting - Comfort utilizing AI platforms to improve team efficiency and workflows (e.g., ChatGPT, Claude, etc.) - Experience in a high-growth or startup environment where processes are still being built Benefits - Competitive compensation - Health, Dental, and Vision insurance - Short-term Disability and Life Insurance (100% employer-sponsored) - Long-term Disability - Supplemental Life Insurance (employee-sponsored) - 401(k) Retirement Plan - 100% Remote - Generous paid time off and 6 paid holidays - Employee discount

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers a fully remote opportunity designed for driven professionals ready to lead, grow, and make an impact. - Lead, motivate, and support a team of insurance professionals toward consistent success - Collaborate with leadership to expand knowledge, refine skills, and strengthen team performance - Utilize advanced technology and digital tools to streamline workflows and enhance productivity - Build and maintain strong relationships with clients and team members - Implement effective sales strategies aligned with organizational goals - Proactively manage priorities and initiatives in a remote work environment - Continuously seek innovative approaches to improve results and team effectiveness Qualifications - Self-driven leader capable of managing responsibilities independently - Creative, solution-oriented mindset with openness to new strategies and ideas - Strong technology proficiency and comfort leveraging digital collaboration tools - Excellent communication and organizational skills Requirements - Remote Work Flexibility – Work from anywhere with a schedule that supports your lifestyle - Exclusive, High-Quality Leads – Focus on relationship-building and results; leads are provided at no cost - Expert Mentorship – Receive training, coaching, and leadership support from day one - Career Advancement – Clear pathways for growth, leadership development, and increased responsibility Company Description

• Provide account and technical support • Help members with free account features and paid subscription issues • Assist users with credit score questions and product recommendations • Ensure an excellent member experience on NerdWallet.com and mobile app • Communicate complex topics clearly and empathetically

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. CUSTOMER SERVICE REPRESENTATIVE-WORK FROM HOME!! Must be able to train in the office and then work remotely after the training period. SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 50th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI. Position Overview The Customer Service Representative is responsible for receiving and responding to calls and correspondence from child support clients in accordance with Standard Operating Procedures and contractual obligations. The essential job duties include, but are not limited to: - Answering incoming calls in a timely manner - Providing callers with accurate account information and educating them on appropriate policies and procedures - Effectively redirecting callers to the appropriate area/agency when necessary - Maintaining knowledge of procedures and systems - Communicating client concerns and feedback to management - Researching and processing all correspondence received by email, fax and mail Ability to: - Interpret, apply, analyze, and explain laws, procedures, and regulations pertaining to SDU payment processing procedures and programs - Maintain accurate and interrelated records - Respond promptly to customer needs - Identify and resolve errors - Work with integrity and ethically - Work independently with little direction - Meet schedules and timelines - Work confidentially with discretion - Communicate effectively, both orally and in writing - Apply interpersonal skills using tact, patience, and courtesy - Work varied schedules and overtime hours, as necessary Required Experience: - High school diploma or equivalent and at least one-year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work - Must be proficient in data entry skills including keyboard, mouse, and 10-key pad and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows products Must have Private area to work and space to set up equipment and High-Speed Internet connection. Contingent on passing a background check and drug test. Perks: - Work From Home!!! - Paid Training - $$$ Bi-Annual Bonuses to CSRs Who Qualify*! $$$ - Health Club Reimbursements - Technology Assistance - Career Growth Opportunities - Exciting, Fun and Supportive Virtual Work Environment - Coworkers Who Feel Like Family; We celebrate you! We are an Equal Opportunity Employer. We are a Drug-Free Workplace.