Customer Relations Team Case Manager

About the role

This role oversees customer entitlement validation, case documentation and routing, while managing diverse service requests across multiple channels. It also leads process‑improvement projects and collaborates with escalated customers to ensure high‑quality service delivery.

Key responsibilities

• Validate customer entitlement and document cases to ensure accurate routing to appropriate resources.
• Manage the full lifecycle of service events, maintaining compliance and quality standards.
• Handle service requests through various channels and analyze feedback to drive improvements.
• Lead projects aimed at process refinement and quality enhancement, documenting all changes.
• Collaborate with escalated customers and drive actions during post‑incident reviews.

Required profile

• Minimum high school diploma or equivalent; typically 8+ years of relevant experience in customer support, project or team management.
• Proven ability to mentor lower‑level staff and influence cross‑functional teams.

Required skills

• Salesforce
• SAP Applications

What we offer

• Health, dental, vision, and disability insurance
• Life insurance, employee assistance program, and flexible spending account
• Generous paid parental leave (4‑12 weeks) and paid holidays
• Additional flexible vacation and sick leave