The Customer Care Manager leads a team of Customer Experience Specialists to deliver exceptional support across phone, email, chat, and case systems. Reporting to the Director of Customer Care, this role oversees day-to-day operations, team performance, and service quality, while driving a culture of accountability, collaboration, and continuous improvement. Key Responsibilities: Lead, coach, and develop a high-performing customer support team. Oversee daily operations, including timecard approvals, PTO requests, and performance tracking. Monitor service metrics (call queues, case volumes, productivity) to ensure goals are met. Support team readiness through hiring, onboarding, and ongoing training. Handle escalated customer issues with professionalism and empathy. Partner with cross-functional teams to resolve issues and improve processes. Identify trends, recommend improvements, and implement best practices. Communicate goals, feedback, and updates through regular check-ins and team meetings. Qualifications: Associate or Bachelor’s degree preferred. 3–5 years of customer service experience, with 1–2 years in a supervisory role. Strong communication, leadership, and problem-solving skills. Proficiency in CRM tools and Microsoft Office Suite. Ability to manage multiple priorities in a fast-paced, customer-focused environment. Experience using data to drive performance and decision-making. Empathy, adaptability, and a collaborative mindset. Optometry industry experience preferred!