Team Manager

We are seeking a results-driven, customer-focused Team Manager to lead a team of up to 18 Customer Success Associates at varying levels. As a Team Manager, you will oversee daily operations, track performance metrics, develop team members through coaching and training, and manage escalated customer issues to ensure swift, effective resolution.

This role plays a key part in delivering outstanding customer service while collaborating with cross-functional departments to drive operational success.

*This position requires holding an NMLS License and meeting qualifications for Qualified Individual licensing in needed states.

- Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth.

- Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations.

- Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions.

- Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs.

- Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies.

- Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency.

- 3-5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements.

- Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement.

- Proven ability to ensure policy adherence, taking full ownership of team results.

- Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments.

- Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership.

- High proficiency in workforce management tools, CRM systems, and data analysis platforms.

- Adhere to all company security policies and data handling procedures.

- Complete mandatory security awareness training within required timeframes.

- Promptly report any suspected security incidents or suspicious activity to the Security team.

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate's experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

- Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits Employer-paid life and disability insurance 11 observed holidays and PTO plan Up to 12 weeks of paid family leave Continuing education reimbursement

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