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As a Manager, Saver Services, you will lead a hybrid team of onshore and offshore service associates who provide front-line support to our clients via email, chat, and phone. This role is crucial in ensuring an exceptional customer experience by maintaining high service standards, coaching team members, and driving continuous improvement. You will collaborate with cross-functional teams, including product and operations, to enhance service delivery and identify process efficiencies.
Job Responsibility:
Lead, mentor, and develop a team of 10-12 client service professionals
Set performance expectations and track key metrics such as response times, quality assurance, and client satisfaction
Conduct regular 1:1s, team meetings, and performance reviews to foster professional growth
Provide coaching and training to improve team efficiency, communication, and problem-solving skills
Ensure timely, accurate, and empathetic responses to inbound client inquiries via email, chat, and phone
Oversee the processing of plan documents, distribution requests, and other service-related tasks
Monitor and enhance quality control processes to ensure adherence to company and regulatory standards
Handle escalations and complex client issues with a focus on resolution and retention
Analyze trends in client inquiries to identify areas for service and product improvement
Collaborate with internal teams to refine workflows and optimize service processes
Provide ongoing feedback to the product team to enhance the client experience
Drive initiatives to improve efficiency, reduce response times, and increase client satisfaction
Requirements:
3+ years of experience in customer service, client support, or operations, with at least 1-2 years in a leadership or management role
Strong communication skills—both verbal and written—with the ability to coach others in effective client interactions
Proven track record of leading high-performing teams in a fast-paced, client-facing environment
Strong problem-solving skills with the ability to analyze data and drive informed decisions
Experience with helpdesk and CRM platforms (e.g., Zendesk, Jira) is a plus
Ability to adapt to a rapidly evolving business environment and drive positive change
What we offer:
Competitive health coverage
Generous vacation offering
Hybrid office policy
Great 401(k) plan
Eligible to participate in the Company Bonus Pool
Eligible to receive new hire equity in the Company