Customer Experience Manager

Volta Charger is a dynamic tech brand dedicated to delivering innovative and sustainable charging solutions.

Our mission is to simplify the way people charge their devices with eco-friendly products that reduce electronic waste and streamline everyday tech setups. We are a global company driven by a commitment to quality, innovation, and making a positive impact.

Our diverse team spans multiple regions, all sharing a passion for advancing tech and creating products that matter. At Volta Charger, we believe in giving back. Through initiatives like our Drive program, we support education and provide resources to less-privileged communities.

Position Overview:

We are looking for a proactive and dedicated CEM to oversee the customer service department. The ideal candidate will anticipate potential issues, especially those relating to shipment delays, and develop fast and effective resolution strategies. Take ownership of customer service training and work closely with the team to maintain happiness.

Responsibilities:

• Oversee and manage the entire customer service department, ensuring prompt and effective resolutions to customer concerns.
• Monitor order fulfilment and shipping processes to identify potential delays or issues and develop rapid resolution plans to prevent customer dissatisfaction.
• Design and implement training programs for the customer service team to ensure they have the skills to handle a wide variety of customer issues effectively.
• Proactively monitor customer feedback, reviews, and interactions to gauge satisfaction levels, ensuring all touchpoints result in positive experiences.
• Handle complex or escalated customer issues, working closely with other departments to provide fast, personalized responses.
• Continuously evaluate customer service operations, recommending improvements to streamline workflows, reduce delays, and improve overall efficiency.
• Work closely with the product, sales, and operations teams to ensure customer insights are shared across departments, supporting business growth.

Requirements:

• Proven experience in customer service management, with a track record of resolving customer issues effectively.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Ability to anticipate customer needs and develop strategies to ensure satisfaction.
• Experience with customer service software and tools is a plus.

Benefits:

• Flexible work hours: 40 hours per week, remote.
• Competitive salary.
• Career growth opportunities in a fast-growing brand.
• Creative freedom to shape the visual direction of the brand.
• Supportive team environment with a shared vision.
• Be part of a brand making a difference by reducing electronic waste and supporting educational initiatives.