Client Care manager
Core
Leading a team of ~37 to optimize the full customer journey, from contract activation to closure, while driving digitalization and operational efficiency.
Role type
Senior Client Care Manager (People & Operations)
Builds
Customer service operations, remote technical support capabilities, and digital self-service/AI tools
Domain
Security services / Customer Operations
Required skills
Team leadership, coaching, change management, process optimization, KPI-driven service delivery, CRM/ticketing/AI tool implementation, strategic insight
Preferred skills
Technology affinity, digital tools, automation
Technologies
CRM, ticketing, automation, selfservice, AI
Responsibilities
Coach and develop leaders and employees to foster ownership and customer focus; Optimize the full customer journey including complaint handling and retention; Expand remote technical support with clear procedures; Monitor service quality, productivity, capacity, and costs; Analyze customer feedback to drive structural improvements; Collaborate with Operations, Sales, Technology, IT, Marketing, Finance, and HR
Seniority
Senior, hands-on IC with team management
