Customer Service Manager
@ Persona

Hybrid
$90,000
Hybrid
Full Time
Posted 15 hours ago

Your Application Journey

Personalized Resume
Apply
Email Hiring Manager
Interview

Email Hiring Manager

XXXXXXXXX XXXXXXXXXXXXX XXXXXXXXX****** @personatalent.com
Recommended after applying

Job Details

About Persona

Persona is the talent agency top startups use to hire global professionals. Founded by two Stanford University graduates and backed by top investors such as Founders Fund, Sequoia Capital, and Andreessen Horowitz, Persona is dedicated to matching talented individuals with the world's fastest-growing technology startups.

About the Role - Customer Service Manager

This role oversees customer support operations, ensuring high customer satisfaction and efficient resolution of inquiries and issues. As the Customer Service Manager, you will lead the team, optimize processes, manage escalations, and collaborate cross-functionally.

Responsibilities

  • Team Leadership: Guide, train, and support the customer service team.
  • Customer Support: Oversee inquiry handling and complaint resolution.
  • Performance Monitoring: Implement KPIs to assess team efficiency and satisfaction.
  • Process Improvement: Identify and enhance customer service processes.
  • Customer Feedback: Collect and analyze feedback to drive improvements.
  • Collaboration: Coordinate with sales, product, and marketing departments.
  • Escalation Management: Resolve escalated customer issues satisfactorily.
  • Reporting: Prepare regular performance and trend reports.

Requirements

  • Bachelor's degree in Hospitality, Business, Marketing, or related field.
  • 3-5 years in customer service, with at least 2 years in a managerial role.
  • Customer-centric, with a focus on exceptional service delivery.
  • Strong problem-solving, interpersonal, and communication skills.
  • Experience with CRM systems and proficiency in technology and apps.
  • Fluency in English and ability to work U.S. business hours.

What We Offer

  • Competitive salary and full benefits.
  • Permanent opportunity to work from anywhere.
  • Growth and advancement opportunities.
  • Supportive training, mentoring, and career development.
  • Collaborative, fast-paced, and friendly work culture.

Key skills/competency

Customer Service, Team Leadership, Problem-solving, Communication, CRM, Performance Monitoring, Process Improvement, Collaboration, Escalation Management, Reporting

Apply without a personalized resume

How to Get Hired at Persona

🎯 Tips for Getting Hired

  • Research Persona's culture: Study their mission, values, and success stories.
  • Customize your resume: Highlight customer service and leadership experiences.
  • Prepare for interviews: Focus on problem-solving and team management.
  • Emphasize tech skills: Showcase familiarity with CRM systems and apps.

📝 Interview Preparation Advice

Technical Preparation

Review CRM software features.
Familiarize with performance metrics tools.
Understand process improvement strategies.
Update technology proficiency and app usage.

Behavioral Questions

Describe past leadership experiences.
Explain handling difficult customer situations.
Discuss team collaboration examples.
Share conflict resolution instances.

Frequently Asked Questions