Customer Service Manager and Team Lead - Kabrita

Kabrita is building a passionate, customer-centric team to scale US operations with our major market expansion to bring high-quality, safe formula feeding options to the United States.

Kabrita's line of baby formula delivers nourishment and comfort to children and their parents. We empower families with a new choice in formula feeding - one that marries the ideal of all-natural with the rigor and safety of science. Kabrita's goat milk-based formula is made in the Netherlands following strict European formula standards to provide the ultimate choice for parents who seek to nourish their babies with peace of mind. Kabrita is a global brand serving over 60 countries and feeding 1.5 million babies a day worldwide. Kabrita USA is a subsidiary of Ausnutria Dairy Corporation, a company with over 100 years of history. Our high-quality goat milk is sourced by a cooperative of over 100 family-run goat farms in the Netherlands and supported by over 5,000 employees working out of 10 offices worldwide. The Kabrita brand provides a diversified product portfolio covering infant and toddler formula, liquid milk, and other nutrition products in international markets - North America, Europe, China, Australia, the Middle East, and beyond.

About the Role: Are you passionate about customer service and ready to lead a team from the ground up? We're looking for a dynamic Customer Service Manager to drive measurable improvements in customer service efficiency. If you thrive in a fast-paced environment, have a track record of scaling operations, and can deliver exceptional service, we want to hear from you! Initially, you will need to be hands-on in customer support to help with volume, understand our customers' needs, and navigate the complex product and regulatory space we operate in.

Key Responsibilities:

• Customer Care Champion: Deliver outstanding service across live chat, phone, email, and social channels.
• Team Leader: Guide and mentor a team of customer service representatives, ensuring high performance and professional growth.
• Operational Efficiency Expert: Analyze data and implement solutions to streamline processes.
• Cross-Functional Collaborator: Work with other departments to support product knowledge and administrative tasks.
• Performance Mastermind: Conduct quality evaluations and manage CSAT scores.
• Escalation Expert: Resolve complex customer issues, maintaining positive relationships.
• Efficiency Champion: Drive continuous improvement initiatives to enhance processes and team effectiveness.

Main Objectives:

• Develop a roadmap for Kabrita's customer experience program.
• Increase engagement across all touchpoints.
• Improve customer satisfaction scores on Kabrita.com.
• Decrease average response time and proactively engage website users.

Qualifications:

• 3-5 years of experience managing a team in a customer service or customer experience role for an eCommerce company.
• Proficiency in customer service tools like ReCRM, Zendesk, Gorgias, etc.
• Experience in managing and building teams and customer operations processes, especially in e-commerce customer service, ideally with a complex or health product in a regulated environment.
• Strong leadership, communication, and problem-solving skills.
• Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.
• Passion for customer service and best practices.

Ready to Make an Impact? Apply now and help us continue to deliver exceptional customer service and satisfaction across all touchpoints!