Manager, Customer Support - Remote

Overview

As a Manager, Customer Support at Sagent, you will lead a high-performing team focused on delivering outstanding service to clients while driving a culture of customer-centricity and operational excellence.

In Short

• Lead a customer support team to ensure exceptional service delivery.
• Monitor daily operations and coach team members for continuous improvement.
• Manage complex client issues and act as an escalation point.
• Analyze support trends to identify areas for process improvement.
• Collaborate with cross-functional teams to enhance customer experience.
• Track and report on team performance metrics.
• Serve as a subject matter expert in customer support and mortgage servicing.
• Implement best practices for support efficiency.
• Drive a proactive, customer-centric team culture.
• Participate in strategic planning and resource management.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 10+ years of experience in customer support, preferably at a senior level.
• Proven leadership skills in managing cross-functional teams.
• Experience with enterprise clients or B2B customers, especially in the mortgage industry.
• Excellent communication skills with various stakeholders.
• Proficiency in support platforms like Salesforce and ServiceNow.
• Strong analytical and problem-solving abilities.
• Ability to operate as a subject matter expert.
• Proactive and customer-centric mindset.

Benefits

• Remote/Hybrid workplace options.
• Health Benefits.
• Unlimited Flexible Time Off.
• Family Planning Services.
• Tuition Reimbursement.
• Paid Family Leave.
• 401(k) Matching.
• Pet Insurance.
• In-person and Virtual Social Experiences.
• Career Pathing and Focus Time Fridays.