Customer Happiness Team Manager Remote

Mindful Health - Denver, CO

Full-time
Mindful Health is the company behind America's Leading Healthy Lifestyle expert, Danette May. Danette May is also the founder of The Rise movement and the superfood company iRise Organics, and the author of The Rise: An Unforgettable Journey of Self-Love, Forgiveness, and Transformation (Hay House 2018). She is also the bestselling author of the books 7-Day Jumpstart, Bikini Body Detox, and Bikini Body Recipes. Her programs include the online coaching and membership program Fit Rise; exercise DVDs, recipe books, online health and fitness challenges, and healthy lifestyle and mindfulness coaching. Danette focuses on the three pillars of healing: healing foods, healing movement, and a healing mindset.

Mindful Health, LLC was named #48 on the Inc. 500 2018 list of the fastest-growing private companies in the US.

Intent:
The Customer Happiness Team Manager is a 100% remote position.

We are looking for a passionate team leader. The Customer Happiness Team Manager will lead a remote contact center team of 40 members. The manager is the point of contact for questions from the customer service team and for delivering new employee training on the systems and processes at Mindful Health.

The Manager is responsible for monitoring the chat room for our support team, delivering training to new employees, handling personnel issues, and assisting in the development of a documented training curriculum for both customer service and inside sales.

Description & Influence:
Manage our team of 40 Customer Happiness Representatives.
Act as the point of contact for issues from the customer service team regarding internal processes and procedures, fulfillment issues, system issues, etc.
Learn to manage and administer our systems (CRM, phones, chat, etc.)
Build reports, analyze and interpret data
Routinely handle questions and issues during non-traditional working hours.
Train new employees on the use of internal systems, company processes and procedures
Develop training curriculum for new employees
Monitor the internal Customer Service Chat room to address issues, answers questions for our employees, and identify problems that need to be escalated.
Rely on experience and judgment to plan and accomplish goals.
Top-notch organizational skills and willingness to properly engage people inside and outside the company to address real-time issues, as well as plan for future needs.
Assist our customers as necessary.
Handle questions and issues during non-traditional working hours.
A wide degree of creativity and latitude is expected.
Travel will be minimal

Background & Experience:
College degree
Prior management experience of a contact center team that is remote.
A proven track record in customer service of at least 5- 7 years.
Excellent verbal and written communication skills.
Willingness to help out in other departments, as necessary.
Strong reporting and analytical skill in Excel.
A quick learner and self-starter with excellent computer skills.
Problem-solving skills and a willingness to proactively address issues is vital.
Open-minded and agile – willing to perform a variety of tasks and implement quick solutions in a fast-paced environment.
RingCentral phone system experience is a plus.
ZenDesk CRM experience is a plus.

Keywords: customer service manager, health, wellness, remote, work from home, telecommute,