Customer Care Manager - Health & Wellness

Customer Care Manager

At Sunlighten, we're not just about infrared saunas, we're on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy with a 25-year legacy of innovation, we've grown from our Kansas City roots to establish a global footprint. With the wellness market projected to reach $7 trillion by 2026, we're proud to lead the way in light science and longevity. We're rapidly expanding and seeking an enthusiastic Customer Care Manager with a solutions-oriented mindset and innate ability to support and help others grow. Based in the Kansas City metro area, we offer the best of both worlds : the growth of a global company with the close-knit culture of a local business.

Our Customer Care Manager is responsible for overseeing members of our Customer Care team to ensure they have the appropriate supervision, training, tools, direction, and motivation to succeed. You will be responsible for overseeing the processes and systems related to the servicing of Sunlighten customers. You will direct the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and ensure exceptional levels of customer satisfaction.

Duties / Responsibilities :

• Encourages team members to look for opportunities for process simplification and improvements
• Implements key process improvements to boost overall employee and departmental success
• Designs and reports individual and departmental performance metrics for continuous improvement
• Challenges team members in providing exceptional support to both external and internal customers
• Focuses on helping team members improve their skills and knowledge through day-to-day coaching
• Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement
• Involves fellow team members in collaborative or team-empowered decisions based upon the company's team empowerment-decision making guidelines
• Ensures an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job, classes and courses required for the job and those classes and courses that have been completed
• Helps the departmental team develop goals, action plans, and timetables
• Assist in worksite analysis such as identifying unrecognized potential hazards and work-related injuries
• Ensures compliance with applicable occupational safety and health regulations
• Performs other duties as assigned