Customer Support Manager
New
USFull-TimeManager
Salary60,000 - 70,000 USD per year
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Job Details
- Experience
- 3–5+ years of experience in customer service or administrative leadership roles managing teams.
- Required Skills
- Analytical SkillsMicrosoft OfficeCoachingReporting
Requirements
- High school diploma or GED required; Bachelor’s degree preferred.
- 3–5+ years of experience in customer service or administrative leadership roles managing teams.
- Experience working within Department of Education student loan servicing or similar regulated environments.
- Strong knowledge of compliance frameworks including TCPA, CFPB regulations, and related federal/state laws.
- Proven ability to lead, coach, and develop teams in a structured, performance-driven environment.
- Strong communication skills with the ability to train, present, and influence across all organizational levels.
- Excellent attention to detail with strong multitasking and organizational capabilities.
- Proficiency in Microsoft Office tools and strong reporting and analytical skills.
- Ability to adapt quickly in evolving operational and regulatory environments.
Responsibilities
- Lead and manage administrative and supervisory support teams handling student loan repayment and forgiveness processing.
- Ensure all customer interactions and case handling meet quality assurance standards and regulatory compliance requirements.
- Train, coach, and develop team members to improve performance, accuracy, efficiency, and accountability.
- Monitor production metrics, compliance indicators, and service levels, ensuring operational targets are consistently met.
- Collaborate with operations leadership to improve workflows, processes, and customer experience outcomes.
- Oversee internal controls, compliance training, and adherence to federal and state regulations.
- Conduct audits and performance reviews to identify trends, risks, and opportunities for continuous improvement.
- Support resolution of complex customer issues, disputes, and compliance-related escalations.
- Partner with workforce management to ensure appropriate staffing levels aligned with operational demand.
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