Manager, Customer Support
Skills
- Strong leadership and team management skills.
- Excellent written and verbal communication abilities.
- Proficiency with support platforms like Salesforce Service Cloud and ServiceNow.
- Analytical and problem-solving expertise.
- Customer-centric mindset with proactive solution focus.
Responsibilities
- Oversee daily support operations ensuring timely and empathetic client responses.
- Coach and develop support team members to align with departmental goals.
- Manage support SLAs, KPIs, and quality standards consistently.
- Handle complex client escalations and ensure professional case management.
- Analyze customer feedback and support trends to drive continuous improvement.
- Collaborate with cross-functional teams to resolve issues and optimize support.
- Track and report on key performance metrics and customer satisfaction.
- Serve as a subject matter expert on products and services with deep mortgage industry knowledge.
Education
- Bachelor’s degree in information technology, business, computer science, or related field preferred.
- Equivalent experience considered in lieu of degree.
Benefits
- Remote/Hybrid workplace options.
- Health benefits from day one.
- Unlimited flexible time off.
- Family planning services and paid family leave.
- Tuition reimbursement.
- 401(k) matching program.
- Pet insurance.
- In-person and virtual social experiences.
- Career pathing and development opportunities.
- Focus Time Fridays.
Average salary estimate
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