Customer Support Team Manager

7 days ago


Charlotte, North Carolina, United States Figure Full time
About the Role

We are seeking a dynamic, results-driven, and customer service-oriented Team Manager to lead a team of customer success agents and Specialists. As a Team Manager, you will oversee daily operations and team leadership, including monitoring key performance metrics, providing coaching and training to improve agent skills, and handling escalated customer issues to ensure timely resolution.

Key Responsibilities
  • Team Management: Provide strong leadership to a team, fostering a positive and collaborative work environment. Set clear expectations, motivate team members, and promote professional development.
  • Performance Improvement: Oversee team performance closely, including ensuring key metrics, productivity, efficiency, and quality standards are met. Provide regular feedback, coaching, and performance evaluations to drive continuous improvement.
  • Coaching and Development: Keep the team up-to-date on product knowledge, best practices, and company policies to enhance their skills and performance.
  • Quality Assurance: Maintain quality assurance processes and ensure that customer interactions are handled with professionalism and accuracy.
  • Workforce Management: Oversee the day-to-day operations of the customer support team, ensuring that agents are empowered. Coordinate with Business Support Teams as needed to meet service level agreements (SLAs).
  • Compliance and Policy Adherence: Ensure team adherence to Figure's policies and standards.
  • Agent Supervision: Manage and process administrative tasks related to employees, such as disciplinary actions, performance records, and PTO.
  • Communication and Coordination: Serve as a liaison between the customer success team and other departments such as HR and IT to address any employee concerns.
Requirements
  • Education: BA/BS from an accredited university (preferred).
  • Experience: 4+ years of experience in a customer-facing role. 1+ years of experience in a supervisory or team management role, in a customer support or contact center environment.
  • Licenses: Ability to obtain Mortgage Loan Originator License (or other licenses) based on business needs or requirements.
  • Leadership Skills: An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes.
  • Industry Knowledge: Previous experience in mortgage, financial services, or banking.
  • Problem-Solving Skills: Excellent problem-solving skills and ability to find innovative solutions to complex issues.
  • Adaptability: Ability to successfully thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Communication Skills: Confident, friendly, and compassionate communication skills, with the ability to effectively communicate with team members and the leadership team.
  • Learning Style: A quick and flexible learning style with the ability to navigate new technology platforms.


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