Customer Service Management Lead

hace 4 días


San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

**Transform Customer Experiences at Straumann Group**

We are seeking a seasoned Customer Service Management Lead to join our team in Costa Rica. In this pivotal role, you will lead and develop a local Customer Service Team to deliver exceptional customer experiences to Straumann's internal and external customers.

The ideal candidate will have 3+ years of supervisory experience, preferably in Shared Services with exposure in multiple areas of operations/functions such as Call Centers. A Bachelor's degree in business administration or a related field is required, along with fluency in English and French.

As a key member of our team, you will be responsible for achieving the team's key performance metrics, training and developing staff members on processes and procedures, conducting performance evaluations, and fostering a positive work environment.

To succeed in this role, you should possess strong leadership skills, the ability to influence up and down, and collaborate effectively with peers. You will also be expected to analyze reports and statistics to identify trends, validate procedure manuals, and report on CS SAP, CRM, and Service Cloud activities.

At Straumann Group, we empower our employees to make an impact, drive change, and stay ahead of the competition. If you are a results-driven leader looking for a new challenge, please apply for this exciting opportunity.

**Key Responsibilities:**

  • Manage and supervise Customer Service Staff
  • Ensure staff understand and abide by Company Policies and Procedures
  • Provide effective leadership and clear direction to staff
  • Plan and assign tasks, monitor workflow, and conduct regular staff meetings
  • Analyze reports/statistics to identify trends

**Benefits:**

  • Competitive salary: $80,000 - $100,000 per year
  • Benefits package including health insurance, retirement plan, and paid time off
  • Opportunities for professional growth and development

**Requirements:**

  • 3+ years of supervisory experience in Shared Services
  • Bachelor's degree in business administration or a related field
  • Fluency in English and French

**Estimated Salary:** $90,000 per year based on location and industry standards.



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