Customer Service Manager (Onsite)

We have an immediate need for a direct hire Customer Service Manager to join a biotechnology company in the equine genetics space. The Customer Service Manager will build and manage the systems and Client Services (CS) team needed to prioritize, resolve, and track customer issues and, in the process, support the sales & marketing teams.

Location: Redwood City, CA (Onsite)

This job expects to pay about $65,000 – 70,000 annually plus benefits.

What You Will Do:

• Provide supervision and guidance to resolve any client escalations as well as maintain a high quality of accuracy and professionalism in communications with clients.
• Identify and implement process improvements to optimize customer service operations.
• Develop a customer satisfaction stack and use this stack to analyze and report on retention, reduce churn, and customer satisfaction.
• Work with the Leadership team to share your customer needs, wants, and satisfaction findings along with a list of suggestions and initiatives to improve and grow customer engagement.
• Manage studies as needed in conjunction with Lab Operations and R&D to track requirements, orders, and client information as well as manage all study-related correspondence with clients and interface with veterinarians and scientists.
• Communicate with clients, veterinarians, breeders, etc. to answer questions, concerns, when escalated by the CS team.
• Organize client consultations in a professional and timely manner.
• Monitor social media posts daily and respond to inquiries.

What Gets You The Job: 

• At least 3-5 years customer service experience.
• Ability to manage multiple tasks of varying priority levels at once.
• Ability to communicate effectively, in both written and oral formats.
• Excellent organizational skills and attention to detail.
• High level of self-motivation and integrity.
• Basic computer skills, including proficiency with Microsoft Office and Google Workspace.
• Friendly demeanor, able to converse with co-workers and clients alike.
• Ability to manage a small team.
• Preferred: At least 1-2 years of experience in science and research is preferred.
• Preferred: Knowledge and experience with horses.
• Preferred: Veterinary Technician experience a PLUS.

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders – bringing you opportunity coupled with personal growth, and professional development!  Join us. Let us catapult your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.