In this role, you lead the day-to-day work of a Customer Care team and help create an experience where customers receive timely, accurate support. Your leadership shapes team member performance, customer satisfaction, service quality, and operational excellence. By coaching with clarity and building accountability, you help the team grow while keeping the customer perspective at the center of decisions.
Day to day, you guide recruiting, onboarding, coaching, performance management, corrective action, evaluations, and career growth planning. You identify and implement process improvements, oversee payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and policy compliance, and resolve escalated customer issues. You also respond to customer inquiries through multiple channels as needed, support business initiatives, promote best practices, and build a thorough understanding of Academy policies, procedures, and safety rules.
Working closely with Customer Care leaders and peers, you align on shared goals and help move business initiatives forward. You collaborate across teams to strengthen service practices, improve department performance, and support a culture of accountability and continuous improvement.
You also work directly with team members throughout their employment journey, from recruiting and onboarding through coaching, performance conversations, and career growth planning. When complex customer concerns arise, you serve as an escalation point while using each situation as an opportunity to support the customer and develop the team.