B2B Customer Service Manager – Lovingly – Fishkill, NY

Who we are:
We are a diverse and passionate team of techies and creatives. Using our various skills sets and personalities, we create amazing software solutions and marketing strategies to help people strengthen and celebrate relationships through meaningful giving and shared experiences. Founded over ten years ago, we are proud to have introduced many firsts to the online floral industry.

https://workable.com/nr?l=https%3A%2F%2Fwww.lovingly.com%2Flovingly-news%2F

We provide the best possible experience for our users, by leveraging the latest technology and making evidence-based decisions. Our work hard, play hard company culture reflects our belief in building positive relationships everywhere.

https://workable.com/nr?l=https%3A%2F%2Fvimeo.com%2F224070768%2Fb0a5650211

What we’re looking for:
We are seeking an experienced B2B Customer Service Manager to manager all aspects of Lovingly’s call center with a focus on team and culture development, best practice development and thought leadership as well as delivering against KPIs and budget. In collaboration with the VP of Sales & Service, this role will be responsible for the strategic leadership and direction of the Partner Success team. The manager will be accountable for improving team productivity, product knowledge, and profitability based on call center and performance metrics.

What you will be doing:
Managing. Lead a specialized team of B2B support representatives.

Developing. Develop, coordinate and manage customer service projects and initiatives.

You will be empowering, coaching and training the support representatives.

Driving. Drive company revenue growth through increased customer loyalty and the overall efficiency of the Customer Service Department.

Communicating. Communicate customer service standards and hold customer service representatives accountable by reviewing and assessing customer service team performance on a regular basis.

Resolving. Resolve and/or raise escalated issues in a timely manner.

Maintaining. You will maintain a comprehensive understanding of Lovingly products and services.

Building. Build, implement and maintain Salesforce dashboard of key success metrics. Build and improve processes and systems for supporting clients.

Defining. Define KPIs and monitor performance to ensure goals are met.

Requirements

3-5 years of experience managing, coaching, and inspiring teams

2-3 years sales or relationship management experience

Call Center/Client Services experience

Proven experience in a client-facing role at a B2B software company

Experience using SalesForce and its reporting capabilities

Successfully worked with small business owners in an account management role

Comfort in ambiguity and an ability to switch gears with ease and prioritize as needed

Planning, solving, and decision making skills

A solid understanding of E-commerce and general web technologies.

Self-Starter with a strong level of time management skills.

Experience supporting windows computers, and printers via basic troubleshooting.

Benefits

An Apple computer and the latest software to do your job effectively

Competitive base salary + commission

A fun, upbeat office culture

Casual dress code & relaxed working environment

401K with guaranteed 3% salary contribution

A Collegial, Highly-Creative Working Atmosphere

A Comprehensive Benefits Package: Health, Dental, and Vision Insurance

Optional Life & Accident Insurance

Gym Reimbursement

20 Paid Time Off Days (Use them however you want)

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