Service Support Manager - Cartessa Aesthetics

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