Customer Support Manager

Job Summary

A company is looking for a Manager, Customer Support to lead a high-performing team focused on delivering outstanding service to clients.

Key Responsibilities

• Oversee daily support operations and coach team members to ensure timely and effective client responses
• Manage complex client issues and optimize team performance to meet SLAs and quality standards
• Analyze support trends and collaborate with cross-functional teams to enhance customer experience and implement improvements

Required Qualifications

• Bachelor's degree in information technology, business, computer science, or a related field, or equivalent experience
• 10+ years of experience in senior or managerial roles in Customer Support or related functions
• Experience supporting enterprise clients or B2B customers, preferably in the mortgage industry
• Proficiency with support platforms and ticketing systems
• Ability to operate as a subject matter expert for products and services