Customer Care Manager
Location: Seattle, WA
Status: Full-Time, Exempt
Pay Range: $70,000–$75,000 annually
Seattle Tree Care is hiring a Customer Care Manager to lead the small but mighty team that handles every new customer inquiry and turns it into a high-quality, scheduled estimate. This role is perfect for someone who thrives on coaching, systems thinking, and making sure no detail falls through the cracks.
You’ll lead the front-end of our customer journey—ensuring fast response times, accurate lead qualification, and a smooth handoff to the sales team. You'll also drive the systems, training, and marketing execution that make that journey feel personal, consistent, and effortless to the customer.
What You’ll Own
The inbound lead experience—calls, forms, chat, and email—from first touch through estimate scheduling
Daily coaching and performance management of 2–4 Customer Care Specialists
Accurate intake records and lead routing within 30 minutes of receipt
A culture of fast response, attention to detail, and customer-first thinking
Internal customer service training, especially for cross-functional teams like Dispatch
CRM system integrity, call scripts, SOPs, and daily KPIs
Social media scheduling, marketing asset upkeep, and partner performance reporting
What Success Looks Like
100% of missed calls are returned the same day
Every qualified lead is routed and scheduled efficiently
Intake records are clean, complete, and ready to report
Team performance improves through 1:1s, metrics, and coaching
Cross-department training is delivered and adopted
The customer experience feels consistent, empathetic, and professional
What You Bring
3+ years leading an intake or call center team in a B2C service industry (home services preferred)
Hands-on coaching experience with clear accountability and follow-through
High fluency in CRM and phone systems (ArboStar and RingCentral strongly preferred)
Confidence working in Google Workspace and Sheets dashboards
Experience building or delivering internal training programs
A balance of customer empathy and operational discipline
Familiarity with Seattle’s geography and traffic patterns is a plus
Bonus: AI/automation tools, process improvement background, adult-learning methods
What We Offer
Salary: $70,000–$75,000 per year
Full-time, exempt position
On-site role in Seattle, WA
Medical benefits and paid time off
A steady, growing company with a great reputation and a strong culture
A team that’s serious about doing good work—and supporting each other while we do it
This role is ideal for someone who wants to be at the center of the customer experience—and has the operational know-how to make things work even when it’s busy.
If you’re ready to lead a strong team, drive consistency in the customer experience, and keep things running smoothly even on the busiest days—apply now via the link below!
https://seattletreecare.bamboohr.com/careers/110?source=aWQ9Mjc%3D