Sienna Charles, a leading luxury lifestyle company featured in renowned publications like Forbes, is seeking a passionate and experienced Customer Support Manager to lead our elite customer service team. This role involves overseeing daily operations for our exclusive travel and lifestyle services, ensuring we deliver world-class service to our distinguished clientele.

Key Responsibilities

Team Leadership & Operations Management

• Oversee day-to-day operations of the client travel and concierge requests, ensuring high-quality customer service using tools like Zendesk.
• Manage and optimize team schedules to meet client deadlines, maintaining a standard of excellence in every interaction.

Zendesk Expertise & Automation

• Expertise in Zendesk: Customize ticket views, optimize workflows with triggers, automations, and macros, and configure SLAs to ensure timely resolution of client issues.
• Build custom reports to track KPIs such as response time and CSAT, and integrate third-party tools for smooth client communication.

Training & Development

• Lead the training program to empower the team, ensuring consistent performance at the highest standards.
• Conduct performance reviews and provide constructive feedback to enhance team skills and confidence.

Process Optimization & Innovation

• Collaborate with the team to identify areas for process improvement and create strategies to streamline workflows.
• Work with the technology team to implement new tools and optimize dashboards, ensuring team processes continue to evolve and improve.

Problem-Solving & Escalation

• Be the primary point of escalation for team concerns and client issues, finding creative solutions to unique challenges.
• Ensure any exceptions or complications are managed efficiently, maintaining high client satisfaction.

Persona Fit

Personality & Communication

• Relatable and engaging, with strong interpersonal skills and the ability to connect with clients and team members.
• Highly discrete and capable of maintaining confidentiality, with a professional demeanor in all interactions.

Attention to Detail

• Obsessed with precision and detail, ensuring every task is completed to perfection without compromise.

Prioritization & Efficiency

• Excellent at multitasking, managing multiple deadlines with urgency and efficiency, always ensuring that the most important tasks are prioritized.

Ownership & Accountability

• Self-driven and motivated to continually improve processes. You take ownership of your work and contribute to the team’s success.

Requirements

• 3-5 years of management experience with a proven track record of leading and empowering teams.
• Proficiency in Zendesk and other project management tools; tech-savvy with a quick learning curve for new software.
• Experience working with BPOs and outsourced teams.
• Background in high-end B2C services, particularly in the travel industry, is highly desirable.
• Results-oriented with excellent multitasking skills.
• Strong verbal and written communication abilities, with an emphasis on cross-functional collaboration.
• Proven success in driving projects from inception to completion and managing cross-functional teams.
• Creative and strategic thinker, especially in client advocacy and retention.
• Flexibility to work on weekends as needed.

Location & Timezone

This is a fully remote position. The role requires working within the EST timezone, typically from 8 am - 5 pm EST. 
 Why Sienna Charles?

At Sienna Charles, you’ll be part of a dynamic, fast-paced company with a strong focus on learning and continuous improvement. As part of a smaller, collaborative team, you’ll have the opportunity to work closely with the CEO and COO, directly impacting the company’s direction and growth. We’re looking for someone who takes ownership of their work and thrives in an innovative and challenging environment.