Customer Care Manager

Role Overview

The Customer Care Manager is responsible for leading client support operations and helping deliver an excellent customer experience. This role focuses on maintaining strong relationships with customers, improving team performance, and coordinating closely with internal leadership, application support, and client stakeholders to meet MCG client needs.

Customer Care Operations

• Oversee the Customer Care function so client needs are met effectively and customer retention and satisfaction remain high.
• Review service metrics, operating patterns, and client feedback to spot opportunities for improvement.
• Drive enhancements in processes, documentation quality, and support tools.
• Develop and maintain strong client relationships.
• Join executive business reviews and strategic customer meetings when required.
• Keep communication clear, transparent, and focused on risk awareness across client engagements.

Team Leadership and Management

• Guide, coach, and develop a strong-performing Customer Care EPA team.
• Set team goals, KPIs, performance standards, and growth plans for staff members.
• Handle recruitment, onboarding, workforce planning, and capacity management to support business growth.
• Manage performance for all Customer Care EPAs, including annual reviews and performance interventions when needed.
• Identify expansion opportunities within existing customers and coordinate with the Commercial team to move those opportunities forward.
• Create a team culture centered on accountability, customer focus, and collaboration.

Reporting and Performance Tracking

• Set, track, and evaluate departmental KPIs and SLAs.
• Prepare operational reporting and customer care performance updates for senior leadership.
• Oversee department budgets, staffing allocation, and forecasting activities.

Cross-Functional Partnership

• Work with Commercial, Delivery, Development, Support, and Finance teams to ensure a smooth customer journey.
• Support transition processes between Commercial, Delivery, and Customer Care groups.
• Serve as the escalation contact for urgent customer issues and executive stakeholder concerns.
• Share customer care feedback, product gaps, and client needs with Product and Engineering teams.

Qualifications

The role requires the ability to complete all essential duties successfully. The listed qualifications reflect the knowledge, skills, and abilities needed for the position.

Required Skills and Knowledge

• Background in resource planning and project coordination.
• Strong people leadership and team supervision abilities.
• Clear verbal and written communication skills.
• Capability to interpret data and apply insights toward ongoing improvement.
• Strong troubleshooting skills with a customer-first approach.
• Hands-on experience using HubSpot and customer service platforms.
• Comfort working in a fast-moving environment with shifting priorities.
• Willingness to represent the company publicly with a polished and professional presence.
• Good working knowledge of the Microsoft Office suite.

Preferred Background

• Familiarity with the energy sector, including its trends, challenges, and regulatory environment.
• Understanding of SaaS client support.

Additional Information

This position supervises the Customer Care department. The candidate should have at least 7 years of practical experience in a management role within software customer service, or experience as an MCG Energy Product Analyst.