Manager, Global Customer Care

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage �� our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career, and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do: 

The Manager, Global Customer Care is a strategic leadership role responsible for overseeing the performance and development of a Customer Experience team composed of 3-5 Supervisors and 15-25 Customer Experience agents. This role is crucial in ensuring that the department consistently meets or exceeds performance goals, service levels, and quality standards. This individual will manage daily operations, drive continuous improvement initiatives, and maintain strong customer relationships through proactive issue resolution and cross-department collaboration. In addition to handling escalations and complex customer issues, this position will focus on managing resources effectively, monitoring team performance, and implementing strategies to optimize service delivery. The Manager will oversee the alignment of people, processes, and systems to achieve departmental and organizational goals, while fostering a culture of engagement, accountability, and growth. Strong decision-making, problem-solving, and communication skills are essential for success in this dynamic, fast-paced environment.  

Responsibilities:

• Team Leadership & Management- Lead, mentor, and supervise a team to ensure high performance and quality customer service. Manage daily work production and flow, ensuring efficient service delivery and maintaining accurate performance records for weekly, monthly, and quarterly goals. Foster a supportive, goal-driven environment where the team is motivated, well-equipped, and aligned with organizational objectives.

• Performance Monitoring & Development- Independently analyze and evaluate team performance against service goals. Monitor key metrics including call volume, customer satisfaction, issue resolution, and process adherence. Provide ongoing feedback and one-on-one coaching to improve skills, enhance customer interactions, and ensure that team members meet performance standards. Lead action plans to drive continuous improvement and performance outcomes.

• Customer-Centric Focus- Lead by example in maintaining a customer-first mindset, focusing on positive, solution-driven outcomes in every customer interaction. Guide the team in de-escalating issues and ensuring professionalism and empathy. Ensure that the team consistently aligns with the organization's customer service goals, contributing to overall customer satisfaction and business success.

• Training & Process Improvement- Ensure team proficiency across multiple systems and applications, including CRM, communication platforms, and client-specific tools. Identify knowledge gaps, develop tailored training programs, and implement process improvements to enhance team efficiency. Encourage continuous learning and ownership of initiatives, promoting a culture of knowledge-sharing and innovation within the team.

• Quality Assurance & Compliance- Oversee quality assurance efforts, ensuring team interactions adhere to company policies, client specifications, and service standards. Conduct regular monitoring of both voice and non-voice interactions, providing actionable feedback on communication skills, technical troubleshooting, and documentation. Lead quality assessments and coaching sessions to ensure team and department goals are met.

• Communication & Collaboration- Ensure clear, professional, and effective communication both internally and externally. Circulate updates on policy changes, technical issues, and service improvements to keep the team well-informed and aligned with departmental objectives. Foster cross-department collaboration to achieve shared customer service goals.

• Escalation Management & Issue Resolution- Handle escalations and complex customer concerns from direct reports, offering guidance and utilizing available resources to improve team capabilities. Identify trends in issues or escalations, develop action plans to address root causes, and recommend process and procedural changes to the Customer Experience Senior Leadership Team to ensure ongoing improvement.

• Reporting & Continuous Feedback- Regularly track and report on team perfo