Service Support Manager at Cartessa Aesthetics
Melville, NY 11775
About the Job
Service Support Manager
Join Cartessa Aesthetics, the fastest-growing aesthetic device company in the U.S. We are expanding our operations team to deliver a world-class customer experience. This is a prime opportunity for a motivated self-starter to make an impactful contribution in a fast-paced, dynamic environment.
Role Overview
The Service Support Manager will serve as an escalation point for the service support team, handling complex service situations and customer communications. This role requires a customer-focused individual who is able to manage challenging interactions, and willing to adapt and problem-solve on the go. This position reports directly to the Director of Operations.
Responsibilities
- Lead and manage a team of service support representatives
- Conduct regular meetings with the Service Support team to enhance performance, overcome challenges, and foster skill development
- Act as a primary contact for escalated customer service cases
- Proactively address customer complaints, investigating and resolving issues to prevent escalation
- Ensuring timely and effective resolutions to customer requests
- Oversee service cases and enhance service processes as necessary
- Work with international vendors and global logistics partners to ensure efficient service delivery
- Collaborate with the service team to create and distribute estimates and invoices.
- Manage Return Merchandise Authorizations (RMAs) for inbound parts and ensure smooth processing
- Assist with CRM administration to maintain updated records and enhance operational workflows
Requirements
- BA or BS degree required
- Minimum of 3 to 5 years of customer service experience
- Prior management experience preferred
- High level of organization and time management skills
- Strong written and verbal communication abilities
- Strong business acumen and problem-solving skills
- Ability to remain composed and responsive during interactions with upset customers
- Willingness to be flexible and adapt to changing situations