Customer Solutions Manager

Responsibilities

• Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
• Maintain accurate team coverage documentation aligned with individual working hours.
• Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
• Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
• Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
• Assess individual performance, providing coaching, development support, and corrective action when necessary.
• Roll out new processes to the team and ensure consistent adoption and compliance.
• Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
• Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
• Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
• Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
• Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
• Complete Quarterly and Annual Performance assessments for all team members
• Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish
• Leverage ChatGPT daily to work efficiently and effectively

Skills & Qualification :

What we Offer :

Special note : Only the shortlisted candidates will be contacted due to the high turnout volume.

We appreciate your time and look forward to reviewing your application.

WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity / expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.