Job Description
The Manager, Servicing Customer Support oversees the customer service operations for GoodLeap, ensuring performance, quality, and compliance across both outsourced and internal teams, while managing escalations and maintaining service excellence.
Key Responsibilities
- Oversee daily performance of outsourced and internal customer service teams to ensure service excellence.
- Manage performance metrics, quality standards, and workflow execution for customer support operations.
- Hold teams accountable to SLAs, productivity, and customer experience expectations.
- Serve as primary liaison to Legal for complex customer issues and escalate executive-level customer concerns.
- Coordinate cross-functional resolution efforts for customer escalations and conduct root cause analysis.
- Ensure regulatory compliance and mitigate reputational risk within customer service operations.
Requirements
- Experience in operational oversight of Customer Service functions, including managing both outsourced teams and internal teams, with a focus on performance management, training, quality, and workflow execution.
- Ability to lead day-to-day performance management across frontline agents, team leaders, training, quality, and workflow execution to ensure service excellence, regulatory compliance, and operational scalability.
- Direct oversight of Customer Service operations, including holding teams accountable to SLAs, quality standards, productivity metrics, and customer experience expectations.
- Experience managing external vendor operations, specifically overseeing Genpact s Customer Service operations.
- Ability to serve as the primary liaison to Legal for complex customer matters and own all executive-level customer escalations across the Servicing organization.
- Experience coordinating cross-functional resolution efforts, conducting root cause analysis, and mitigating regulatory and reputational risk related to customer service issues.
- Strong communication skills to deliver clear and effective communication at the executive level.
- Educational background or experience relevant to customer service management (specific degree requirements are not explicitly stated but implied).
- Ability to work in a collaborative work culture and thrive in a team environment.
- Willingness to perform additional responsibilities as assigned by supervisors or other managers related to the position or department.
Benefits & Perks
Compensation range of $70,000 - $85,000 annually
Work environment includes collaborative work culture
Ready to Apply?
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