Customer Service Manager

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
• Handle, track, and report on customer complaints and inquiries with professionalism and urgency
• Manage back-office support processes, including ACH banking operations, demonstrating exceptional attention to detail
• Conduct regular team meetings, one-on-ones, and performance reviews
• Recruit, hire, and train new customer service and/or banking staff; drive continuous training and recertifications.
• Cross-departmental collaboration and relationship-building to resolve recurring customer issues and align priorities
• Analyze customer feedback and service data to identify trends and improvement opportunities
• Manage staffing schedules to ensure adequate coverage during peak periods
• Prepare and present regular reports on team performance to senior leadership
• Stay current on industry trends and customer service technology/tools
• Required Qualifications
• 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
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• 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
• Work onsite in New York Office

Requirements

• Experience with tools such as Zendesk, Salesforce, or similar platforms
• Experience leading remote or hybrid teams
• Six Sigma, ITIL, or other process-improvement certification
• Key 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.
• Commuter benefits.
• Remote working model.
• Weekly breakfast, snacks, and Friday lunches provided onsite.
• About Fora Financial
• Fora Financial is a technology-enabled provider of flexible financing to small and medium-sized businesses. Since 2008, we have supported more than 55,000 merchants nationwide with over $5 billion in capital for operating expenses, cash-flow management, and growth.
• Our proprietary technology helps deliver capital through a streamlined process that can be completed in as little as 24 hours, compared with the weeks or months often required for a

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Additional Information

Customer Service Manager

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