Customer Support Manager

Central Research, Inc.

Customer Support Manager leading administrative teams for student loan support services in compliance with federal regulations. Ensuring superior customer service and operational effectiveness for government contracts.

Posted 4/30/2026full-timeRemote • California, Hawaii, Illinois, New York, Oregon, Pennsylvania, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Responsible for managing the leadership and administrative teams for all the support services on student loan repayment plan options and forgiveness, while ensuring compliance standards
Lead, train, develop, and motivate teams, Supervisors in support roles to maximize performance
Collaborate with the DOO to enhance workflows and strategies to enhance the customer’s student loan experience including application processing, quality and production
Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations
Mentor, train and coach staff on providing administrative support for student loan programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner
Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns arise
Obtain production and compliance goals
Proactively audit processes, procedures, and documents to identity opportunities and trends for performance improvement
Create, monitor, and review administrative support production and metric reports
Work with workforce management to ensure staffing levels are in line so that performance metrics are met
Assist with resolution of accounts if a complaint, dispute or other compliance concerns arise
Report any compliance issues to leadership
Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations

Requirements

What you’ll need

High School Diploma/GED
3 years of experience in administrative customer service leadership role directing and managing teams
3 years of experience working on the Department of Education student loan servicing contract
US Citizenship is required per the contract
Must be able to obtain and maintain a 5C Suitability clearance
Bachelor's Degree (Preferred)
5+ years’ experience in administrative customer service leadership role directing and managing teams (Preferred)
5+ years’ experience working on the Department of Education student loan servicing contract (Preferred)

Benefits

Comp & perks

Equal Opportunity Employer

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

administrative supportcompliance trainingperformance metricsapplication processingquality assuranceproduction goalsauditing processesreportingstaffing managementcustomer service

Soft Skills

leadershipteam developmentmentoringcoachingcollaborationproblem-solvingcommunicationmotivationorganizational skillsefficiency improvement

Certifications

5C Suitability clearance