Customer Service Manager

Overview

The Customer Service Manager leads a team of Customer Service Specialists and Lead Generation Specialists in delivering exceptional service and consistent communication to borrowers. This role oversees borrower interactions, manages escalations, and ensures consistent, clear, and professional messaging across all channels. The Customer Service Manager trains and mentors team members, maintains accurate and updated communication resources, and collaborates with other departments to improve processes and borrower satisfaction.

Acting as both a team leader and strategic contributor, this position drives operational excellence and fosters a positive, high-performing team culture aligned with the organization’s mission and values.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Lead a team of Customer Service Specialists and Lead Generation Specialists in delivering exceptional service and consistent communication to borrowers.

• Oversee borrower interactions, manage escalations, and ensure consistent, clear, and professional messaging across all channels.

• Train and mentor team members, maintain accurate and updated communication resources, and collaborate with other departments to improve processes and borrower satisfaction.

• Act as a team leader and strategic contributor, driving operational excellence and fostering a positive, high-performing team culture aligned with the organization’s mission and values.

• 5+ years of experience managing a team of at least 15

• Moderate to advanced level Excel knowledge required

• Bilingual (Spanish) preferred

• Experience in financial services sector preferred

• Quick learner and ability to adapt to situations

• Excellent leadership skills to develop and motivate others; must demonstrate experience leading and developing team members

• Bachelors Degree - Prior experience at another fintech

• Experience managing an offshore call center team