Customer Experience Manager

Sacramento, CA Services-Project Management
ModSquad is currently seeking an energetic full-time Project Manager with a strong background in client and contact center operations management in our Sacramento office.

In Client Services (CS), we promise to deliver quality to our clients, partners, and teammates worldwide. The ideal Project Manager will work to ensure our client(s) are happy and our in-office Mods (Customer Service Reps) are providing stellar quality service while communicating clearly and professionally, executing tasks promptly, driving operational efficiencies, and managing client expectations.

What you will do:

  • Lead a group of talented and dedicated Mods that deliver quality service via phone, chat, email and/or social media to our clients for various projects and services
  • Assist with recruiting, training, and performance management of Mods
  • Mentor and management performance of the project and Mods; oversee development and partnership growth
  • Conduct regular 1:1 meetings with Mods
  • Performance weekly quality checks for all Mods
  • Work with Mods as an escalation point to troubleshoot issues and solve problems
  • Provide coaching, mentoring, and constructive feedback to Mods to develop them professionally while fostering internal mobility
  • Manage and communicate to the team any changes
  • Build a solid rapport with clients by providing a high level of service and adding value to their business
  • Identify brand needs and success measures
  • Participate and drive new project launches for Client Services
  • Promote team collaboration, drive professional growth, and inspire innovation amongst the team by working closely with your management counterparts
  • Desired Skills and Experience - Who you are:

  • A college degree and professional experience in a related position or market is desired.
  • You have a strong understanding of brand and social media success.
  • You have 1+ years previous people management experience; 3+ years in contact center specific operations and client services is a plus
  • You are familiar and comfortable with a variety of CRMs like Zendesk, SalesForce, FreshDesk or other CRMs; as well as contact center software like Five9, InContact, Avaya, etc
  • You use your awesome previous experience in Customer Support, Moderation, or Community Management to work wonders with our clients.
  • You have carefully honed written and oral communication skills.
  • You expertly handle correspondence with a client just as well as you do your own team members.
  • Having a passion for gaming, e-commerce, entertainment and/or online communities a plus.
  • You have team management and time management experience, and we aren’t talking fantasy football! You know how to manage schedules, understand and communicate workflow and procedures, and exemplify a GSD attitude
  • You see problems as challenges, and can use your analytical skills and the ability to use CS metrics to overcome the hardest of them-adding value to yourself, your team, and your company.
  • ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently
  • You are available to work full time or part time in our Sacramento office, making sure to champion our company culture and destroy cube culture. #MODsourcing #ModsNotCubes

  • Modsquad

    modsquad.com

    ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.


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