EXPERT

3

Senior Customer Care Representative

MANAGER

Senior Customer Care Representative

The unofficial superhero of customer care. You handle challenges with heart and hustle, all while being the team's go-to expert. Efficiency is your middle name, and you lead the way in making everyone better.

What's expected

This level requires

3

to

5

years of experience in the preceding role at Flaviar, or a comparable role at another company. See the roles and competencies we want you to master at this level.

Skills & craft

Handles complex customer concerns with expertise.
Provides mentorship to junior representatives.

Problem solving

Uses data to identify recurring problems and suggests innovative solutions.
Resolves high-impact issues.

Impact on the company

Improves support efficiency by addressing root causes of common issues.
Drives customer satisfaction improvements.

Communication

Advocates for customer needs internally.
Communicates effectively with cross-functional teams.

Collaboration

Works closely with product and engineering teams to enhance support operations.

Ownership

Leads initiatives to improve customer care processes.
Develops expertise in a specialized area.

People Management

Your next step

Expect to progress after

1

to

2

year(s) in the current role.

EXPERT

4

Customer Care Lead

You’re the captain of the ship. Whether it’s jumping in to support the team, coaching for greatness, or fine-tuning processes, you’re shaping the future of how we wow our customers every day. This level runs in parallel with M1 – Associate Director. IC4 focuses on deep expertise and influence without formal people management responsibilities, while M1 is equivalent to those who step into formal people leadership.

Learn more

MANAGER

Customer Care Lead

You’re the captain of the ship. Whether it’s jumping in to support the team, coaching for greatness, or fine-tuning processes, you’re shaping the future of how we wow our customers every day. This level runs in parallel with M1 – Associate Director. IC4 focuses on deep expertise and influence without formal people management responsibilities, while M1 is equivalent to those who step into formal people leadership.

Learn more

These levels are part of the

Customer Care Representative

career path.

See whole career path

You're at the top

Whoa, what a career path this has been so far. We're so grateful to have you as one of our top Flaviaristas. But this is not the end, oh no. Here's a toast to our mutual growth, for years to come!