GoodLeap

Customer Support Manager

GoodLeap

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $85,000 per year

About the role

  • Provide day-to-day operational oversight of outsourced (Genpact) Customer Service operations, holding agents, team leads, managers, and training functions accountable to SLAs, quality standards, productivity metrics, compliance requirements, and customer experience expectations.
  • Oversee internal Customer Service operations, ensuring accuracy, efficiency, regulatory compliance, and adherence to company policy.
  • Own and manage all executive-level escalations across the Servicing organization, leading cross-functional resolution efforts, conducting root cause analysis, mitigating regulatory and reputational risk, and delivering clear executive-ready communications.
  • Serve as the primary liaison between Servicing and Legal for settlements, closeouts, escalations, and exception scenarios, ensuring thorough review, documentation accuracy, and alignment with regulatory and compliance standards.
  • Own Customer Service performance reporting and analytics, defining KPIs, monitoring dashboards and scorecards, analyzing trends, and translating insights into actionable operational improvements.

Requirements

  • Minimum 5 years of experience in customer service, customer operations, financial services or relevant field and minimum 3 years of experience in team leadership or supervisory role
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • Experience managing outsourced or BPO partners preferred
  • Demonstrated ability to lead, coach, and develop frontline teams
  • Strong analytical skills with experience managing and improving KPIs such as SLA, CSAT, quality, and productivity, with proven ability to use data to identify trends and drive performance improvements
  • Excellent verbal and written communication skills with the ability to influence at all levels of the organization
  • Strong problem solving and critical thinking skills
  • Ability to manage multiple priorities in a fast-paced environment
  • Experience leading cross functional initiatives and driving process improvements
  • Ability to motivate and manage geographically dispersed teams
  • Knowledge of collection industry regulations
  • Strong leadership skills to motivate employees to achieve success
  • Goal oriented focusing on both short- and long-term visions with excellent project management skills
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer servicecustomer operationsfinancial servicesKPI managementdata analysisroot cause analysisperformance reportingregulatory complianceprocess improvementsproject management
Soft Skills
leadershipcoachingcommunicationproblem solvingcritical thinkingtime managementinfluencingmotivationanalytical skillsgoal orientation