Manager, Customer Care
SquareTrade - San Francisco, CA

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SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco and Tesco. We have more than 160,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. SquareTrade is profitable, growing 100% year on year, and attracted one of the largest private capital raises in 2012, with a $238 million round led by Bain Capital. Headquartered in San Francisco and London, SquareTrade is privately held. Learn more at

Skills Required

3-5 years hands-on leadership experience in a fast paced Contact Call Center that enables each agent to achieve their personal best (Center minimum of 25+ agents)

Strong preference to have warranty or claim experience

Proven expertise in defining next steps, results driven, and continual process improvements. Always looking for the next way to propel our award-winning service to the next level

Expertise in managing by Center KPI [key performance indicators] that have resulted increasing our customer loyalty and advocacy

Thrives in an environment of employee development, mentoring and coaching

Strong analytical to action leadership style

Strong collaboration skill across a diverse cross functional team in a fast paced, rapidly growing organization.

Bachelors Degree required, MBA a plus

Provide the inspiration and direction to enable our San Francisco-based Claims team to the next level of excellence and customer advocacy [NPS]

Be a role model, coach, mentor and advocate for your team in their pursuit of providing the industry’s best customer care

Take the team to the next level of operational excellence

Champion change in the goal of continuing to ‘wow’ our customers and reseller partners.

Walk-the-talk through active engagement with your team and customers.

What’s in it for you

Competitive compensation package with aggressive base salaries and bonus opportunities.

Excellent benefits with very little out of pocket expenses.

Flat organization—senior management is accessible and supportive.

Work for a company that expects and wants your opinions and ideas.

Work at a place that really values work/life balance with generous PTO schedules.

We're conveniently located in downtown San Francisco, above the Montgomery Bart station.

SquareTrade is located in downtown San Francisco right next to Montgomery Bart. We offer competitive salaries, bonus opportunities, stock options, generous paid time off and respect for your work-life balance.

About this company
6 reviews