Fora Financial
Customer Service Manager
New York City
Sponsorship not specified$75k-$95kDetected 15 days ago
SalesforceCRMLogisticsProcess ImprovementPerformance ManagementCustomer SupportZendeskLeadershipCommunicationCollaborationProblem SolvingTime ManagementAdaptability
About the role
- We are seeking an experienced and customer-focused Customer Service Manager to lead our support team.
- In this role, you will be responsible for overseeing daily customer service operations, developing team performance, and ensuring an exceptional customer experience across all touchpoints.
Responsibilities
- Act as a player-coach: actively participate in day-to-day customer service operations (handling tickets, calls, or chats) while leading and developing the team - leading by example, not just from the sidelines
- Lead, coach, and develop a team of customer service representatives to meet performance and quality standards
- Monitor key metrics (CSAT, NPS, response time, resolution time, escalation rate) and drive continuous improvement
- Manage adherence to customer service policies, procedures, and best practices
- Manage back-office support processes, including ACH banking operations, demonstrating exceptional attention to detail
- drive continuous training and recertifications.
- Cross-departmental collaboration and relationship-building to resolve recurring customer issues and align priorities
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience)
- 6+ years of experience in customer service, with at least 2 years in a supervisory or management role
- Proven track record of managing and motivating a customer-facing team
- Strong knowledge of customer service software, CRM systems, and help desk tools
- Strong analytical and critical-thinking skills, with the ability to apply logic and deductive reasoning to diagnose root causes and resolve complex or ambiguous issues
- Demonstrated ability to analyze data and translate insights into action
- Experience setting and managing KPIs/SLAs
Nice to have
- Experience with tools such as Zendesk, Salesforce, or similar platforms
- Six Sigma, ITIL, or other process-improvement certification
Skills
- Leadership and team development
- Emotional intelligence and empathy
- Strategic thinking and decision-making
- Time management and multitasking
- Adaptability under pressure
- Data-driven decision-making
- Benefits of working at Fora Financial
- Company-subsidized medical, dental, and vision plans.
- 401(k) plan with company match.
- Life insurance at no cost to employees.
- Generous time off plan, including rollover vacation days.
- Health care and dependent care flexible spending accounts.
Compensation
- Salary range $75,000-$95,000
Benefits
- Commuter benefits.
- Manage staffing schedules to ensure adequate coverage during peak periods
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This listing is sourced directly from Fora Financial's careers page and normalized into a canonical job model.