Manager, Customer Support - Remote

Overview

MoCaFi is seeking a Manager, Customer Support to lead our high-level customer escalations and vendor management. This position is remote but hybrid to our New York City office for those located in the NYC metropolitan area.

In Short

• Lead high-level customer escalations and vendor management.
• Resolve complex customer complaints and manage vendor complaints.
• Act as a key liaison between internal teams and external vendors.
• Drive continuous improvement in complaint resolution processes.
• Manage a team of customer service specialists in the future.
• Ensure accurate reporting and data integrity.
• Collaborate with other departments for seamless service delivery.
• Ensure compliance with financial services regulations.
• Prepare to hire and train a team in 2025.
• Provide coaching and development to direct reports.

Requirements

• Bachelor's degree in Business Administration, Management, or related field.
• 5+ years of experience in Contact Center resources and complaint resolution.
• 2+ years of people management experience.
• Proven experience in handling high-level customer escalations.
• Strong understanding of financial services regulations.
• Excellent communication and problem-solving skills.
• Experience with contact center operations and vendor management.
• U.S. citizenship or Lawful Permanent Resident required.
• Ability to travel domestically up to 10% annually.

Benefits

• Empowering workplace that values initiative and critical thinking.
• Work on achieving financial inclusion mission.
• Supportive and inclusive culture that recognizes contributions.
• Welcoming environment that appreciates your entire self.
• Flexible time off policy.