Customer Solutions Manager
Offre d’Emploi : Customer Solutions Manager chez WellnessLiving
Un aperçu de WellnessLiving
Entreprise : WellnessLiving
Bien-être et technologie s’unissent pour créer des solutions optimales. WellnessLiving, une entreprise dynamique, se démarque en tant que leader dans le secteur des logiciels pour les entreprises basées sur des cours et des rendez-vous. Elle privilégie une culture d’inclusion et de collaboration, offrant aux employés et aux clients les outils nécessaires pour réussir.
Poste proposé : Customer Solutions Manager
Localisation et Nature du Poste
Lieu : Islamabad, Pakistan
Heures de travail : Horaires de l’Est (entre 18h et 6h heure du Pakistan)
Type de contrat : Permanent, temps plein (40 heures par semaine)
À propos de la fonction
Le poste de Customer Solutions Manager nécessite un professionnel motivé et innovant. Vous serez responsable de la gestion d’une équipe de Spécialistes des Solutions Clients, tout en garantissant un niveau d’efficacité supérieur et une satisfaction client inégalée.
Responsabilités clés
- Gestion d’équipe : Encadrer une équipe de Spécialistes, supervisant plusieurs canaux de communication.
- Suivi de performance : Évaluer l’efficacité de l’équipe via des KPI, tout en garantissant un taux de satisfaction client de 90% ou plus.
- Encadrement individuels : Assurer le développement personnel des membres de l’équipe par le biais de feedback régulier.
- Élaboration de processus : Mettre en place et superviser l’adoption de nouveaux processus pour l’équipe.
- Analyse de données : Préparer des résumés de performance pour les équipes de direction afin d’assurer un alignement stratégique.
- Adoption de la technologie : Utiliser des outils modernes comme ChatGPT pour maximiser l’efficacité.
Compétences et qualifications requises
- Expérience : Minimum de 2 ans dans un rôle de management avec des responsabilités directes sur 4 membres d’équipe ou plus.
- Compétences analytiques : Compréhension des KPI de satisfaction client et capacité à les utiliser pour améliorer les performances.
- Communication : Capacité à communiquer efficacement en anglais, tant à l’écrit qu’à l’oral.
- Orientation client : Aptitude à adapter son approche selon les besoins des clients.
- Compétences techniques : Familiarité avec le support B2B et les logiciels de gestion de CRM est un plus.
Ce que nous offrons
- Rémunération : Salaire compétitif basé sur l’expérience.
- Société : Assurance santé et vie complète, avec infrastructure de soutien variée.
- Culture d’entreprise : Environnement stimulant favorisant le développement personnel et professionnel.
Inclusivité et Égalité des Chances
WellnessLiving valorise la diversité et l’inclusion, s’engageant à créer un environnement de travail où chaque individu, quelles que soient ses caractéristiques, peut s’épanouir. L’entreprise prône des pratiques de recrutement équitables et ne tolère aucune forme de discrimination.
Application
Si vous êtes passionné par le service client et que vous souhaitez rejoindre une entreprise en pleine expansion, n’hésitez pas à postuler dès maintenant. Veuillez noter que seuls les candidats présélectionnés seront contactés.
Pour ceux qui partagent nos valeurs et notre engagement envers le service exceptionnel, cette opportunité chez WellnessLiving pourrait bien être le tremplin de votre carrière.
📅 Date de publication de l’offre : Thu, 12 Jun 2025 00:21:59 GMT
🏢 Entreprise : WellnessLiving
📍 Lieu : Islamabad
💼 Intitulé du poste : Customer Solutions Manager
💶 Rémunération proposée :
📝 Description du poste : Title: Customer Solutions ManagerLocation: Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, IslamabadWorking Hours: Eastern Time Zone (between 6 pm to 6 am Pakistan time)Job Nature: Permanent, Full-time (40 hours per week)About Us:WellnessLiving isn’t just our name, it’s who we are. We’re a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a businessWhen you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.About You:We’re looking for a dynamic and driven individual to join our growing team as Customer Solutions Manager. Our team is made up of bright, ambitious people who are passionate about delivering excellence. We’re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you’re a collaborative problem-solver with a commitment to quality and innovation, we’d love to have you on board!At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply – we’d love to learn more about you!
- Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success.
- Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
- Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.
- Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. the place for you.
Key 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:
- 2 or more years in a management/leadership role with 4+ direct reports
- Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
- Demonstrated ability to create and maintain a positive and professional work environment
- Very strong verbal and written communication skills in English
- Customer oriented, personable and able to adapt to different types of customer needs
- Very strong attention to detail
- Excellent problem-solving and critical thinking skills
- Excellent organizational and time management skills
- Proven ability to meet deadlines and thrive in a fast-paced environment
- Experience in using ChatGPT to work efficiently
- Experience working with CRM & service ticketing software is a plus
- Strong technical aptitude and experience with B2B support
- Previous experience working with closely with software is a plus
What we Offer:
- Competitive salary package based on experience
- Comprehensive Group Health and Life Insurance
- Gratuity
- EOBI
- Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance
- Paid time off (Annual, Sick, Casual, Bereavement, Parental)
- Quarterly fun event
- Staff recognition programs
- Staff training programs
- Career progression. We have a long-standing history of promotion from within
- An enriched workplace culture that supports growth, development, and, most importantly, having fun!
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.
🔎 Offre d’emploi vérifiée et enrichie selon la ligne éditoriale de l’Association Artia13 : éthique, inclusion, transparence et vigilance contre les annonces trompeuses.
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