Customer Service Manager - Remote

Overview

The Customer Service Manager leads a team of Customer Service Specialists in delivering exceptional service and communication to borrowers, overseeing interactions and ensuring professional messaging across all channels.

In Short

• Lead and develop the Customer Service team for high-quality borrower experience.
• Oversee borrower communications and ensure message clarity.
• Handle escalations and coach the team on best practices.
• Monitor team performance metrics for improvement.
• Train and mentor team members on products and policies.
• Maintain updated training resources and communication templates.
• Collaborate with cross-functional teams to enhance borrower experience.
• Identify process gaps and implement improvements.
• Develop proactive communication strategies for borrower engagement.
• Provide customer feedback to inform strategic initiatives.

Requirements

• 3-5 years of experience managing a support team.
• Ability to adapt quickly to changes.
• Strong morale-building skills in a virtual environment.
• Self-starter with a flexible and dependable nature.
• Excellent leadership and motivational skills.
• Strong planning and organizational capabilities.
• Data-driven approach to process creation.
• Moderate to advanced Excel knowledge.
• Ability to work under pressure and meet deadlines.
• Bilingual preferred.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) with company match.
• Paid time off.