Customer Service Manager

Job Description: Customer Service Manager
Location: Remote
Position: Full-Time
Company: Greentown House

Greentown House is a forward-thinking company dedicated to creating sustainable, eco-friendly solutions for modern living. We aim to transform how individuals and communities approach sustainability by offering innovative green technologies, eco-conscious products, and a commitment to environmental stewardship. Our team is passionate about making a positive impact on both the environment and society.

We’re looking for a dedicated and experienced Customer Service Manager to lead and inspire our customer service team. If you're a problem-solver with a passion for delivering exceptional customer experiences and a genuine interest in sustainability, we want to hear from you.

As the Customer Service Manager at Greentown House, you will oversee our customer service operations, ensuring that our customers receive outstanding support and assistance across all touchpoints. You will be responsible for managing a team of customer service agents, developing customer service strategies, handling complex inquiries, and fostering a customer-first culture. Your leadership will play a key role in enhancing customer satisfaction and loyalty, all while aligning with our company’s values of sustainability and environmental responsibility.

This is a remote position, so candidates should be comfortable managing a remote team, collaborating with cross-functional departments, and utilizing digital tools to streamline communication.

• Team Leadership & Development:

  • Lead, train, and motivate a remote customer service team, ensuring they are equipped to provide excellent service.

  • Conduct regular performance reviews and provide constructive feedback to team members.

  • Develop and implement ongoing training programs to enhance team skills and product knowledge.

  • Foster a positive, customer-centric work environment that encourages collaboration and professional growth.

• Customer Support Strategy:

  • Define and implement customer service strategies that align with the company’s sustainability goals and mission.

  • Monitor and analyze customer service metrics (e.g., response time, satisfaction ratings) to improve team performance.

  • Develop and enforce customer service best practices, ensuring that team members provide consistent, high-quality service.

• Problem Resolution:

  • Handle complex customer issues, complaints, and escalations, providing timely and satisfactory resolutions.

  • Work directly with customers, using empathy and problem-solving skills to address concerns or inquiries.

  • Collaborate with other departments (e.g., product development, operations) to resolve product or service issues.

• Process Improvement & Efficiency:

  • Continuously evaluate and improve internal processes to ensure efficiency and reduce customer friction.

  • Implement and maintain customer service tools and systems (e.g., CRM, live chat, helpdesk software) to optimize team productivity.

  • Work with the product team to relay customer feedback and contribute to product or service improvements.

• Customer Retention & Satisfaction:

  • Ensure high levels of customer satisfaction by delivering proactive, responsive, and personalized support.

  • Develop and implement customer loyalty programs or initiatives to increase retention.

  • Collect and analyze customer feedback, identifying trends and areas for improvement.

• Cross-Departmental Collaboration:

  • Collaborate with sales, marketing, and operations teams to ensure seamless customer experiences across all touchpoints.

  • Work with the marketing team to align messaging and customer service initiatives with sustainability messaging.

• Reporting & Analysis:

  • Track key customer service KPIs (e.g., CSAT, Net Promoter Score) and report on performance to leadership.

  • Prepare and present regular reports on customer service outcomes, highlighting achievements and areas for improvement.

• Proven experience in customer service management, with a focus on leading teams and driving customer satisfaction.

• Strong leadership and team-building skills, with experience managing remote teams.

• Excellent communication skills, both verbal and written, with the ability to handle complex customer issues in a calm, professional manner.

• Experience with customer service software (e.g., Zendesk, Freshdesk, HubSpot) and CRM tools.

• Strong problem-solving skills, with the ability to handle escalated customer concerns and resolve issues efficiently.

• A genuine interest in sustainability and eco-conscious practices.

• Excellent organizational skills, with the ability to manage multiple tasks and priorities.

• Ability to work in a fast-paced, dynamic environment with shifting priorities.

• Experience working in a green-tech, sustainability, or eco-conscious company is a plus.

• Familiarity with Agile or Lean management practices for process improvement.

• Knowledge of customer service trends and best practices in a remote environment.

• Strong analytical skills with the ability to assess data and develop actionable insights.

• Customer-Focused: You have a deep understanding of customer needs and consistently go above and beyond to meet those needs.

• Empathetic: You can relate to customers and employees, making them feel heard and understood.

• Detail-Oriented: You are meticulous about tracking metrics, managing customer interactions, and ensuring consistency.

• Positive and Motivational Leader: You can inspire and motivate your team, creating a work environment that encourages collaboration, growth, and dedication to excellence.

• Adaptable: You can manage change and thrive in a rapidly growing company.

• Passionate About Sustainability: You have a strong commitment to sustainability and are excited about the opportunity to promote eco-friendly practices within customer service.

• A flexible, remote work environment with the ability to balance work and personal life.

• Competitive salary based on experience.

• Opportunities for professional growth and development in a fast-growing, sustainability-focused company.

• A chance to contribute to meaningful work that helps shape a greener, more sustainable future.

• Employee discounts on Greentown House products and services.

• A supportive, inclusive team that values collaboration, innovation, and sustainability.