CUSTOMER CARE MANAGER – FULLY REMOTE POSITION
Customer Care Manager EVERWELL HEALTH – Fully remote position
We are seeking an experienced and results-driven Customer Care Manager to oversee operations for US and global customers working remotely from Uruguay.
In this role, you will lead the customer service function, support sales growth, and ensure an exceptional customer experience from first contact to delivery. If you excel at building relationships, driving performance, and leading teams in a fast-paced environment, this is your opportunity.
Key Responsibilities
Leadership & Strategy
· Oversee and manage the daily operations of the Customer Care team, ensuring service excellence and operational efficiency, both as the team leader and as an active team member, directly assisting customers.
· Develop and implement strategies to enhance customer satisfaction, retention, and sales conversion rates.
· Monitor KPIs, analyze performance, and lead continuous improvement initiatives.
Customer Service Excellence
· Ensure timely and professional responses to customer inquiries across all channels.
· Resolve escalated issues and complex cases, maintaining strong client relationships.
· Foster a customer-first culture within the team.
Sales Management & Support
· Drive the sales support process from lead follow-up to closing opportunities.
· Oversee the preparation of quotes, proposals, and presentations to meet client needs.
· Collaborate with the commercial team to identify upselling and cross-selling opportunities.
Operations & Logistics Coordination
· Supervise order management, from processing to final delivery.
· Coordinate with warehouses, carriers, and customers to ensure on-time and accurate shipments.
· Proactively address operational challenges and bottlenecks.
Reporting & Administration
· Maintain accurate and up-to-date customer records in the CRM.
· Prepare regular performance and sales reports for senior management.
· Manage budgets and resources efficiently.
Qualifications
Advanced English both oral and written.
Proven experience in a managerial role within customer service and/or sales.
Strong leadership, organizational, and analytical skills.
Proficiency in CRM systems and other relevant business tools.
Ability to work under pressure and adapt to changing priorities.
Working Hours
Monday to Friday, from 10:00 to 19:00 (GMT-3), certain flexibility is required.
Compensation
Remuneration, billing terms, and payment method will be agreed upon with the selected candidate. This is an independent contractor position.
This call is in accordance with Uruguayan Law No. 19,691, which promotes employment for people with disabilities.
