Team Manager
You will lead up to 18 Customer Success Associates and oversee their daily operations. You will set expectations, monitor performance and workflows, coach and train employees, resolve escalated customer issues, and maintain service-level adherence. You will also manage records, PTO, and disciplinary actions; coordinate with Workforce Management, HR, and IT; and follow security and data-handling procedures.
Responsibilities
- Lead and motivate up to 18 Customer Success Associates
- Oversee daily team operations and workflows
- Track productivity, efficiency, quality, and SLA adherence
- Coach, train, and evaluate team members
- Maintain product knowledge, best practices, and policy awareness
- Resolve escalated customer issues
- Ensure adherence to company policies and standards
- Manage performance records, PTO, and disciplinary actions
- Liaise with Workforce Management, HR, and IT to resolve employee concerns
- Follow security policies and data-handling procedures
- Complete required security awareness training
- Report suspected security incidents or suspicious activity
Requirements
- Hold an NMLS License or obtain one within 90 days of employment
- Meet qualifications for Qualified Individual licensing in required states
- Have 3–5 years of leadership experience in customer support
- Have experience managing performance metrics and improving teams
- Demonstrate communication, interpersonal, and problem-solving skills
- Be proficient with workforce management tools, CRM systems, and data analysis platforms
- Follow company security policies and data-handling procedures
Benefits
- Medical, dental, and vision coverage with select plans fully employer-paid for employees and dependents
- 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