- We're looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who's passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights
- Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers
- Reports to the Commercial Director of the LBA team
- Manage and support customer onboarding and software implementation projects from start to finish
- Provide first-level support to our clients by triaging incoming support tickets, gathering necessary information, and ensuring timely escalation and resolution
- Serve as a primary point of contact for customers during implementation and ongoing usage. Deliver training sessions, resources, and documentation to ensure customers are fully enabled
- Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption
- Gather and analyze customer feedback, feature requests, and usage trends. Collaborate with Product and internal teams to translate customer insights into actionable product recommendations
- Support product roadmap planning by providing data-driven input from customer interactions
- Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience
- Assist in coordinating internal resources to meet project deadlines and client expectations. Identify process improvements across implementation, support, and product engagement workflows
- Maintain accurate records of customer interactions, project status, and feedback
- Help develop internal knowledge base articles, FAQs, and best practices. Foster strong relationships with clients, promoting trust, satisfaction, and long-term retention
Benefits
- Generous Paid Time Off
- 11 Paid Holidays
- Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
- 401k with employer match which immediately vests
- Annual Company Bonus
- Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
- Tuition Reimbursement Program
- Optional Employee Stock Purchase Program with company match
- Employee rewards and recognition programs
- Pet insurance
- TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc
- Referral bonuses
- Employee engagement events
- Flexible remote work arrangements
The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company.2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rolloutsStrong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussionsAbility to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely mannerExcellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levelsExperience delivering or supporting customer training, documentation, or enablement materialsStrong organizational and project coordination skills, with the ability to manage multiple priorities simultaneouslyExperience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolutionStrong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flowsComfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)Proven experience in customer success, project implementation or onboarding within a software/SaaS environmentCollaborative spirit and comfort working cross-functionally with Product, Support, Sales, and OperationsExperience working with APIs, integrations, databases or other technical systems is considered a strong assetFlexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needsA customer-first mindset and passion for creating exceptional client experiencesStrong ability to gather, synthesize and communicate customer insights to inform product decisionsHighly organized, proactive, and detail-orient
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