client care manager | full-time | remote

 

Salary: €75,000/year
Location: Remote (Preference for candidates in Lisbon or the Iberian Peninsula for team engagement)
Benefits: Unlimited PTO, flexible scheduling, remote work from anywhere, company travel opportunities

job overview:

Our rapidly growing team is in need of a Client Care Manager to lead and develop our customer service operations. This role is critical to our mission of scaling our customer support while maintaining a high standard of client satisfaction. The manager will be responsible for leading a team of customer service agents and ensuring that our processes are optimized for growth.

Key responsibilities:

• Lead a small team of customer service agents, fostering a culture of excellence and continuous improvement.
• Create and implement scalable processes with a focus on enhancing the client experience.
• Manage the protection and handling of client data, ensuring compliance with data protection regulations.
• Assist external clients with travel arrangements to meet with consulting team members.
• Provide internal travel support and guidance for company employees for in person meetings.
• Collect and analyze client feedback, presenting insights and action plans to improve client satisfaction.
• Proofread and improve the quality of all client-facing materials as well as any official company-wide English language internal communications.

Preferred skills:

• A strong commitment to operational excellence and client satisfaction.
• Highly organized with a strong attention to detail.
• Capable of creating and communicating new processes and tools across multiple  departments.
• Work closely with diverse teams with varying cultural perspectives and objectives, navigating potential conflicts with diplomacy and creativity to achieve solutions that satisfy all parties involved.
• Flexible and adaptable to quickly changing circumstances and priorities.
• Excellent interpersonal skills.

QUALIFICATIONS:

• Fluent in English and one Romance language (Portuguese, French or Spanish preferred, Italian considered), and a third European language an advantage.
• Bachelor’s degree in Social Science, Business, International Relations, or a related field; a Master’s degree is preferred. (Most if not all clients have a postgraduate degree, post graduate degree highly preferred, Bachelors with excellent relevant experience considered)
• Strong communication and interpersonal skills, with a creative and positive approach.
• Experience with CRM systems (e.g., Salesforce, Zoho, Hubspot), email management tools (e.g., Zendesk, HelpScout), G Suite, and Slack or Microsoft Teams is a plus, but we are willing to train the right candidate.

about us:

Clarence Consulting Group is a leading consulting firm specializing in providing strategic insights to our clients. We work with businesses across a range of industries to help them make data-driven decisions and achieve their goals. 

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply if you feel you might be a good fit even if you don’t meet all the listed requirements.

We are looking for someone who is passionate about providing exceptional customer support, has a positive attitude, and is committed to ensuring client satisfaction. This is an excellent opportunity for someone who has a passion for working with clients.

The right candidate will be someone who is ambitious and seeking a career with plenty of opportunities for growth.

 

how to apply:

1. Please attach your CV and cover letter and send to careers@clarenceconsultinggroup.com.
2. Be sure to use the following subject line “Application for Client Care Manager (LIS)”. 

application checklist:

• Your CV/Resume
• Cover Letter

Please attach the above documents and send to:
careers@clarenceconsultinggroup.com
Be sure to use the following subject line:
Application for Client Care Manager (LIS)

You should expect to hear back from us within 2 weeks of the closing date to let you know if you were successful.