Customer Care Manager, US Remote

Are you a data-driven problem solver who is passionate about making a difference in the lives of others while contributing to a fast growing start-up? Join Confidential Company and be a part of a team that creates impactful solutions for caregivers and their unique challenges. We're looking for individuals committed to raising the bar and striving for impact, scalability, and simplicity. Build your career with Confidential Company, a category-defining business dedicated to making caregiving easier.

The importance of hiring a Customer Care Manager

As a Customer Care Manager for Confidential Company, you will be responsible for leading engaged teams and improving operational efficiencies on our Care Team. The ideal candidate will have a customer-first mindset and lead in a goal-oriented, inspiring way by lifting others up and providing constructive feedback to help them be their best.

The management team is responsible for caring deeply about the performance of our team. An ideal candidate will apply exceptional service principles to our internal team, serving and supporting them with the same care as we apply to our customers.

What you'll do:

• Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company
• Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member
• Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics
• Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement
• Document SOPs for new and existing processes
• Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations
• Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage
• Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives
• Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling
• Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy
• Assist the department director with additional tasks and responsibilities, delegated on as-needed basis

KPIs:

The successful candidate will own and drive performance across:

• Customer Satisfaction (CSAT) – Monitor, analyze, and implement coaching strategies to improve customer feedback scores
• Call/Contact Quality – Establish quality standards, conduct evaluations, and provide feedback to enhance service delivery
• Agent Adherence – Track schedule compliance and identify root causes of deviations to maintain staffing levels
• Average Handle Time (AHT) – Balance efficiency with quality; work with agents to optimize call resolution without sacrificing service standards
• First Contact Resolution (FCR) – Reduce repeat contacts through process improvements and training
• Team Productivity & Attendance – Monitor agent KPIs, coach underperformers, and recognize high performers
• Operational Metrics – Track abandon rate, speed to answer, and service levels to ensure targets are met
• Conversion Metrics – Track and drive sales performance indicators as defined by the department

What you'll need:

• 5+ years of management experience
• 2+ years of managing a fully remote workforce
• Experience in a DTC or e-commerce environment
• High level of adaptability when it comes to shifting goals, along with a willingness to jump into issues and solve them both strategically and tactically
• Adept at mentoring and coaching diverse group of people
• Project management skills and a high level of proficiency with multiple forms of technology
• Outstanding oral and written communication and presentation skills
• Experience with contact center platforms (e.g., Gladly, Zendesk, Gorgias, or similar CRM/helpdesk tools
• Familiarity with workforce management software for scheduling and forecasting
• Experience working with QA platforms (e.g., QEval, MaestroQA, or similar)
• Comfort working with data and building basic reports/dashboards to surface insights (Excel, Looker, etc.)
• Proven ability to manage a team of 10+ agents, including hiring, performance management, and separations
• Experience owning onboarding and L&D programs end-to-end, not just contributing to them

Nice-to-Haves

• Exposure to fraud and chargeback workflows
• Experience leading teams in a remote setting
• Comfort utilizing AI platforms to improve team efficiency and workflows (e.g., ChatGPT, Claude, etc.)
• Experience in a high-growth or startup environment where processes are still being built

What We Offer

• Competitive compensation
• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance (employee-sponsored)
• 401(k) Retirement Plan
• 100% Remote
• Generous paid time off and 6 paid holidays
• Employee discount

Confidential Company is a category-defining business that is dedicated to providing the most trusted and reputable retail source for caregiving products. Our vast selection of expert-vetted products includes incontinence supplies, wound care, nutrition, mobility aids, and more, all available at the best prices with fast, reliable shipping. We are proud to have been recognized as one of the fastest-growing companies in the US, ranked on the Inc. 5000, and named one of the most customer-centric companies in the world by Forbes in 2022. At Confidential Company, we understand the importance of caregiving, and we strive to provide the highest quality products to help caregivers provide the best care possible for their loved ones.

As the number of older adults in the US grows, the need for caregiving solutions will only increase. By joining Confidential Company, you will have the opportunity to work in a space that is constantly evolving, with new challenges and opportunities for growth. We are committed to being architects of our own success, always striving to improve our teams, partnerships, and solutions to ensure impact, scalability, and simplicity. As a member of our team, you will have the opportunity to collaborate with like-minded individuals, using customer insights, data, research, and feedback to make decisions and create the most effective solutions. If you are ready to join a team of dedicated individuals who are committed to making a difference in the world, Confidential Company is the place for you.

💡 Tips for a Successful Interview with Confidential Company

We value your time and want to get the most out of our conversation. To help us understand your experience, please keep the following tips in mind:

1. Use the STAR Method

When we ask about your past experiences, we are looking for specific stories rather than general philosophies. We highly recommend framing your answers using the STAR method:

• Situation: Set the scene (briefly).
• Task: Describe what you were responsible for.
• Action: Explain the specific steps you took.
• Result: Share the outcome (with data or metrics if possible).

2. Be Specific, Not Theoretical

We want to hear about what you have actually done, not what you would do in an ideal world. Avoid phrases like "I usually..." or "In my opinion..." and instead start with "There was one time when I..."

3. Focus on Your Individual Contribution

While teamwork is important, we are hiring you. When describing projects, be sure to highlight your specific role and the impact you personally made, rather than just using "we."

4. Keep it Concise

We have a lot to cover! Aim for answers that are 2–3 minutes long. If we need more detail, we’ll be sure to ask follow-up questions.

5. KPIs / Metrics

Confidential Company is results driven. Come prepared to talk about the key metrics you were responsible for driving in similar roles. We’ll want to know how you directly measured, reported on, and improved those metrics.