Customer Service Manager
iBusiness Funding
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $120,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead and develop the Customer Service team to ensure consistent, high-quality borrower experience through effective communication, and problem-solving
- Oversee borrower communications by drafting, reviewing, and optimizing borrower-facing messages to ensure accuracy, clarity, and tone consistency across all channels
- Handle borrower escalations, providing timely and professional resolutions while coaching the team on best practices for de-escalation and service recovery
- Monitor and analyze team performance metrics, identifying trends and areas for improvement to enhance customer satisfaction and operational efficiency.
- Train, coach, and mentor team members, ensuring they understand products, policies, and communication standards
- Maintain and update the training library to ensure all resources, scripts, and borrower communication templates reflect the latest processes and policies
- Collaborate with cross-functional teams (Operations, Legal, Compliance, and Marketing) to improve borrower experience and ensure smooth handoffs between departments. Identify process gaps and implement improvements to streamline workflows, reduce borrower pain points, and enhance team productivity
- Develop communication strategies for proactive borrower engagement, retention, and education on programs, deadlines, and updates
- Serve as the voice of the customer, providing feedback and insights to leadership to inform process improvements and strategic initiatives
- Assist in policy development and procedural documentation, ensuring consistency and compliance across all borrower-facing interactions
Requirements
- 3-5 years of experience managing a support team
- Must be able to quickly pivot with new changes
- Build morale among teams due to virtual environment
- Flexible, dependable, self-starter, and capable of quickly learning new products and technologies
- Excellent leadership skills to develop and motivate others; must demonstrate experience leading and developing team members
- Excellent planning and organizational skills
- Ability to take a data driven approach to process creation and iteration of existing processes.
- Moderate to advanced level Excel knowledge required
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary guidance
- Bilingual preferred
Benefits
- medical, dental, and vision coverage
- 401(k) with company match
- paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
team managementdata analysisprocess improvementcommunication strategy developmentpolicy developmentprocedural documentationExcel
Soft skills
leadershipproblem-solvingcoachingmentoringorganizational skillsflexibilitydependabilityself-starterpositive attitudeteam morale building