Customer Service Manager

About Us:

Social Realtr is a fast-growing startup social media marketing agency that specializes in creating high-quality content for real estate professionals. We are dedicated to helping our clients establish a strong online presence and engage their target audience effectively.


Position Overview:
We are seeking an experienced and passionate Customer Service Manager to lead our small but dynamic support team. In this role, you will be responsible for managing and overseeing daily operations, enhancing customer satisfaction, and driving performance excellence. If you are a problem-solver with strong leadership skills and a customer-centric mindset, we want to hear from you!


What you will be doing as our Customer Service Manager (CSM):
- Oversee daily operations of the customer support team.
- Help develop and implement support processes and workflows.
- Manage inbound and outbound customer communication across various channels (CRM, email, chat support).
- Conduct performance evaluations and provide coaching.
- Handle escalated customer inquiries and complaints and perform retention if needed.
- Define and track key performance indicators (KPIs) for the team.
- Work closely with other departments (e.g., Sales, Creatives, Operations) to ensure customer needs are met.
- Monitor billing and perform client outreach if needed.
- Handle inbound & outbound calls via CRM.

What we are looking for:
- Proven experience in a customer support/service role or equivalent
- Strong understanding of customer support metrics and performance management
- Excellent communication and interpersonal skills, with a strong customer-centric focus
- Proficiency in customer support software and tools (e.g., CRM, Email & Chat support)
- Strong analytical and problem-solving abilities
- Sales background is a plus
- Ability to work under PST (9 AM to 5 PM PST | Monday - Friday)


What's in it for you:
- Fully-Remote Setup/WFH
- Paid statutory US holidays
- Paid Trainings/Coaching
- Opportunities for career growth


Ready to Make an Impact? Apply Now!

Kindly attach your CV/Resume if interested.