Role Overview

We are looking for an experienced Customer Care Manager to lead, mentor, and optimize our support operations. You will manage a remote team of approximately 12 agents, spanning both 1st and 2nd level support. Your mission is to maintain Swizzonic's high service standards while fostering a high-performance culture across a distributed team.

Key Responsibilities

Team Leadership

• Manage and develop a team of Remote agents (1st and 2nd level), ensuring high engagement and professional growth

Performance Management

• Monitor KPIs, ticket quality, and response times to ensure excellence in technical and administrative support

Process Optimization

• Identify and implement workflows to improve the efficiency of handling inquiries via mail, chat, and telephone

Sales & Strategy

• Guide the team in utilizing sales skills to identify upselling opportunities during...