Customer Service Manager

About LOCKLY

At LOCKLY, we are committed to revolutionising security with innovative, smart lock solutions designed for both residential and commercial use. Our cutting-edge technology, combined with user-friendly design, ensures safety, convenience, and peace of mind for our customers worldwide.

Job Summary

We are seeking a dynamic Customer Service Manager to lead our Customer Service team. This role involves overseeing the Customer Service operations to ensure the highest levels of customer satisfaction. The ideal candidate will be passionate about delivering exceptional Customer Service, managing team performance, and implementing strategies to enhance Customer Service procedures.

Responsibilities

• Lead, mentor, and manage a Customer Service team, ensuring high levels of team performance and customer satisfaction.
• Develop and implement Customer Service policies and procedures to ensure consistent service excellence.
• Monitor and analyse team performance, and prepare detailed reports on metrics to guide improvements.
• Handle complex customer complaints or inquiries, providing solutions that go above and beyond to ensure customer satisfaction.
• Collaborate with the Product Development and Sales teams to integrate customer feedback and improve product offerings and service.
• Train team members on new products, services, and Customer Service techniques.
• Ensure the Customer Service team is equipped with the necessary tools and knowledge to support product inquiries, including troubleshooting and technical assistance.
• Foster a culture of continuous improvement, encouraging team feedback and suggestions for enhancing Customer Service.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Proven experience in a Customer Service management role, preferably in the tech or smart home industry.
• Strong leadership skills with the ability to motivate and drive team performance.
• Excellent communication and interpersonal skills, with a knack for handling difficult situations with grace.
• Proficiency in CRM software and Customer Service platforms.
• An analytical mindset with the ability to interpret Customer Service metrics and KPIs.
• A passion for technology and innovation, with a keen interest in smart home products.

Why Join LOCKLY?

At LOCKLY, we value innovation, excellence, and our employees’ growth and well-being. We offer a dynamic work environment where you can truly make a difference, competitive salaries, comprehensive benefits, and opportunities for professional development.

Job Type: Full-time

Pay: $60,428.36 - $85,483.62 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Experience level:

• 10 years
• 11+ years
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years

Shift:

• Day shift

Weekly day range:

• Weekends as needed
• Weekends only

Work Location: Hybrid remote in West Milford, NJ 07480