PurpleRock Customer Care Manager | Job Description

 

PurpleRock Capital is looking for a Customer Care Manager to work with one of the brands within our portfolio. This position will be located in our Orlando Office.  The Customer Care Manager will lead our Customer Care team in providing legendary support for our e-commerce shoppers.

The ideal candidate will have email and phone customer service experience, leadership experience and be technology savvy and detail oriented. Qualified candidates will be highly independent but also be able to work in a collaborative team environment.

 

What You’ll Do:

  • Lead the customer care team, both in-house and outsourced, to go above-and-beyond customer interactions, ultimately creating brand ambassadors
  • Manage the responding to all emails through the company’s direct website, as well as through other sales channels through ZenDesk
  • Fielding and overseeing customer phone calls and emails ranging from product questions to complaints, to shipping issues
  • Proactively reaching out to customers who had a negative experience with their product to exceed their expectations by making it better than just “right”
  • Proven self-starter with ability to juggle priorities and manage expectations
  • Manage the team to respond to all reviews in the public domain for all SKUs by identifying customer dissatisfaction, reaching out, and turning them into brand advocates
  • Use ticket-aggregating customer service dashboard to fastidiously track tickets, issues, and necessary customer follow ups
  • Optimize, update, and present insights from Customer Care dashboard that informs Operations, Product Dev, and marketing on the pulse of the customer, and the feedback the team has been getting
  • Vigorous attention to detail in proofreading, seeing the bigger picture for each customer order/interaction
  • Act as the Customer Service mouthpiece in appropriate sales and marketing efforts, bringing forward the voice of the customer with relevant observations and product feedback from the field

 

Qualifications:

Experience:

  • 1-3 years professional experience in a Customer Care leadership role
  • Vigorous attention to detail
  • Strong verbal and written communication skills
  • Ability to quickly learn and adapt new skills, especially in areas related to web applications and computer software
  • Self-starter in taking the lead on priority items, while also learning on the fly quickly with excellent information recall
  • Proactive and able to anticipate business needs and provide solutions
  • Proficient in Microsoft Office Suite

Education:

  • Bachelor’s Degree required

Qualities:

  • Committed to quality and excellence; detail-driven and execution-focused
  • Passionate, high-energy, visionary leader, capable of driving speed and discipline throughout the organization
  • Ability to work well with, lead, and influence others in a fast-paced environment
  • Effective communicator, both internally and externally
  • Impeccable judgment and strategic thought leadership
  • Passionate about entrepreneurialism, innovation, change and building

 

About PurpleRock Capital

PurpleRock Capital Partners is a New York based private equity firm that acquires and invests in lower middle market businesses. PurpleRock primarily focuses on growing companies with a history of positive operating cash flows and seeks transactions that present unique investment opportunities in industries experiencing significant growth. With a focus on aligning interests to achieve optimal risk-adjusted returns, we seek to back what we believe are best-in-class leading management teams.

purplerockcapital.com

 

Why You Should Join Us:

  • Competitive compensation
  • Competitive PTO and Paid Holidays
  • Employer-sponsored medical, dental, vision and other supplemental benefits
  • Casual Dress Code
  • Work in a positive, well-balanced start-up environment with limitless career growth
  • See your work foster results that advance the legitimacy and proliferation of the company

Qualified candidates should submit resume to Vikram Varma, Partner, at hr@purplerockcapital.com