Customer Experience Team Manager

We are looking for a client support and experience team member who wants to build an industry-leading contact center. As a Cient Experience Team Manager, you will be responsible for contact center operations, including, but not limited to, debt collections, solving customer issues in real-time, and leading team members. The right candidate is a motivational leader who can adapt to a fast-paced environment and wants to build the future of the homeowner experience.

• Solve customer issues in real-time
• Triage and response to customer escalations and complaints
• Drive process efficiencies and improvement across all customer support activities
• Provide coaching and feedback to team members to develop a best-in-class operation
• Help inform product development and enhancements by synthesizing and delivering customer feedback to senior leadership
• Help test and manage various contact center tools and platforms
• Work cross-functionally with peers across various stages of the customer lifecycle, wearing “multiple hats”

• Bachelor's degree
• Experience with mortgage servicing or financial technology company
• Analytics proficiency

• 3-5 years of experience in a consumer-facing operations environment
• Managed (or assisted in managing) a team of 5 or more
• Proficient with Google Office and other web-based applications
• Familiarity with Zendesk, Salesforce, or other common CRM tools
• Experience directly with workforce tools or partnering with workforce management teams1+ years of leadership experience

• Medical, dental, and vision insurance plans
• HSA and FSA plan are available
• Monthly food and grocery stipend
• 17 vacation days, 5 sick days, and 11 paid company holidays
• Commuter benefits
• PC laptop