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Warranty + Support Manager, CX - Remote Eligible
Own and optimize the warranty claims process to enhance customer satisfaction and efficiency.
Remote
Mid-Level
1 month ago
Caraway
Caraway is a home goods company specializing in non-toxic cookware and kitchen essentials.
1 Similar Job at Caraway
✨ About The Role
- The Warranty + Support Manager will own and optimize the warranty claims process, ensuring high standards of customer satisfaction.
- This role involves developing and implementing standard operating procedures (SOPs) for warranty and support responsibilities to ensure consistency.
- The manager will collaborate with cross-functional teams, including Product Development and Quality Assurance, to address product challenges and recommend improvements.
- Regular monitoring of performance metrics related to warranty and support will be required to ensure service level agreements (SLAs) are met.
- The position includes training and upskilling customer experience teams on warranty and support tools and workflows.
⚡ Requirements
- The ideal candidate has over 5 years of experience in warranty operations or customer experience, demonstrating a strong understanding of warranty policies and claims processing.
- A proven track record in people management is essential, with at least 3 years of experience leading teams.
- The candidate should possess excellent communication skills, enabling them to effectively collaborate across departments and provide creative solutions to complex warranty cases.
- A data-driven mindset is crucial, as the role involves building insights to refine warranty policies and enhance customer satisfaction.
- The successful individual will be proactive in identifying system enhancements and optimizing processes to improve customer experiences.
About Caraway
Caraway is a home goods company specializing in non-toxic cookware and kitchen essentials.