Customer Service Manager
DocMagic
full-time
Posted on:
Location Type: Office
Location: Torrance • California • United States
Visit company websiteExplore more
About the role
- Manage and lead the team with daily operational issues and workload management
- Ensure consistent service standards across channels (phone, email, chat)
- Serve as the primary point of contact for team members with questions or escalated issues, fostering a supportive environment
- Provide coaching, mentoring, and performance management to team members, including regular feedback, one-on-one meetings, and performance reviews
- Serve as the primary escalation point for high-level or sensitive customer interactions, modeling best practices for the team
- Oversee onboarding and training new team members, ensuring readiness to support both internal and external clients
- Set performance goals and conduct regular evaluations
- Ensure adherence to established processes, procedures, and standards
- Monitor team performance and customer service metrics to identify trends and areas for improvement
- Collaborate with internal teams to communicate customer needs, feedback, and service improvement opportunities
- Support company-wide customer-centric initiatives
- Maintain coverage and continuity of service operations as needed
- Identify trends, risks, and opportunities for improvement
- Manage daily service operations and service-level agreements (SLAs)
- Ensure compliance with company policies, legal requirements, and data protection standards
Requirements
- Bachelor’s degree or equivalent experience preferred
- 5+ years of customer service experience, including prior people management or supervisory experience
- Proven experience managing and developing a customer service team
- Strong computer skills and experience communicating professionally via phone and email
- Mortgage industry experience and knowledge preferred
Benefits
- comprehensive health coverage
- paid time off
- company-paid holidays
- 401K with company matching
- on-site wellness classes
- snacks
- monthly food trucks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementperformance managementcoachingmentoringonboardingtrainingservice-level agreementsdata protection complianceservice metrics analysisworkload management
Soft Skills
leadershipcommunicationproblem-solvingteam collaborationsupportive environmentfeedback deliverycustomer-centric mindsettrend identificationrisk managementorganizational skills
Certifications
Bachelor's degreecustomer service certificationmanagement certification