Miami - Customer Services Manager

Eradicating the final barrier of global communication…
At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We’re proud that our services support thousands of people every single day, from healthcare workers to global brands across the world.
Joining our team is not just a career, it’s being part of something much bigger!

At thebigword, everything we do is underpinned by our ELITE values (Excellence, Leadership, Innovation, Trusted, Empowerment) and we strive to be the best we can be in all that we do. Find out more about our values and the benefits of becoming a ‘bigworder’ here: https://en-gb.thebigword.com/about-us/career/

The Role Unveiled
We're the powerhouse behind over 10,000 face-to-face bookings and 140,000 phone interpreting calls each month! Our cutting-edge tech automates 70% of face-to-face bookings, connecting clients to interpreters in under 60 seconds.

Join us in the vibrant city of Miami, where we are seeking a dynamic Customer Services Manager to lead our high-performing team. In this role, effective management and team development take center stage as we strive to break down language barriers and make everyday situations less daunting for those where English isn't their first language.

Your Role in Action
Join us as a Customer Services Manager, where impactful management and team development define your mission. As a leader in the team, you'll manage and elevate the team's performance through meaningful appraisals. Goal setting will be second nature, as well as identifying and nurturing development along the way. You’ll maintain robust communication within the team and provide empowering coaching to foster a cohesive and high-performing environment. This role is your chance to lead with integrity and drive the success of a dynamic team in the heart of Miami.

• Build strong bonds with our interpreters, nurturing loyalty and commitment.
• Lead, coach, and retain a high-performing team by ensuring maximum engagement and minimal attrition.
• Implement retention strategies and support continuous learning for team members in the energetic setting of Miami.
• Monitor and exceed key client/business SLAs: Implementing proactive strategies for success.
• Set and track team KPIs and individual objectives: Conducting impactful meetings for capacity development.
• Support with recruitment and new hires' induction and work with HR to source the best talent available in the area of Miami.
• Manage daily workloads based on client needs: Address queries effectively.
• Drive improvements in service delivery, satisfaction, revenue, and margins: Collaborate with stakeholders and collaborate with cross-functional teams to drive revenue and margin growth, contributing to the success of our team.
• Engage actively in client meetings: Delivering strong resolutions and fostering lasting partnerships.

The Perfect Match: Your Skills & Talents

• Impact-driven, with excellent communication and listening skills.
• Proactively tackle challenges, showcasing a desire to understand and resolve issues, reflecting the vibrant spirit of Miami.
• Resilient team player, eager to celebrate successes and promote best practices.
• Driven by passion and commitment, aiming high to achieve targets while staying resilient and accountable.
• Previous management experience and stakeholder management skills.
• Comfortable with numerical data, possessing intermediate Excel skills.
• If you’re experienced in Customer Service Management or experience in the language services sector, this would be a bonus in the lively city of Miami!

Perks That Make You Smile

Miami Office Perks:

• 24/7 Office Access – Your creativity doesn’t keep office hours, and neither do we! Enjoy round-the-clock access to a workspace that’s ready when you are.
• Breakfast to Jumpstart Your Day – Fuel your mornings with a delicious breakfast. Whether you’re an early riser or need a little extra time to get going, we’ve got you covered.
• All-Day Snacks & Beverages – Satisfy those midday cravings with a variety of snacks and keep refreshed with free tea and coffee all day long.
• High-Speed Wi-Fi – Stay connected and power through your tasks with reliable, fast internet access – no interruptions, just productivity.
• Wellness Room – Take a break and recharge in our tranquil wellness room, designed for relaxation and mindfulness whenever you need a moment of peace.
• Onsite Events – Connect with colleagues, learn, and have fun at our regular onsite events, fostering community and collaboration in a vibrant work environment.
• Free Parking – Enjoy the convenience of hassle-free parking at the nearby mall, giving you more time to focus on what matters.
• Fully-Equipped Kitchen Area – Whip up a quick meal or snack in our kitchen area, stocked with everything you need to feel at home.

Our people are the key to our success, so we reward them with excellent benefits and perks including:

• Generous Paid Time Off (PTO) that increases with length of service.
• Employee Assistance Program – 24-hour mental health support to help our team members live happier, healthier lives.
• Qualifications & Development Opportunities – You can also access 1000’s of online courses to enhance your personal hobbies and interests.
• Long-Service Awards, Wedding & New Baby Gifts
• Up to 2 Paid Volunteer Days – Take time off to give back to your local community, or a cause close to your heart.
• Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee – Cementing our dedication to being an equal opportunities employer, these valuable groups are active across our organisation, supporting in change initiatives across the business, and shining a light on these important areas.
• Medical, Dental & Vision Insurance – Comprehensive coverage to support your health and well-being, including preventive care, dental check-ups, and vision services..

The Opportunity Awaits

Ready to take the lead in Miami? Submit your Resume; we'd love to hear from you! We'll keep you informed throughout the process.

If you'd prefer to join our freelance linguist community as a translator or interpreter, email your details to wordsynk.network@thebigword.com, and we'll be in touch. Successful applicants will undergo a basic criminal background check.