Customer Service Manager

<h1>Customer Service Manager</h1> <h2>About the Role</h2> <p>We are seeking an experienced and customer-focused <strong>Customer Service Manager</strong> 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.</p> <h2>Key Responsibilities</h2> <ul> <li>Act as a <strong>player-coach</strong>: 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</li> <li>Lead, coach, and develop a team of customer service representatives to meet performance and quality standards</li> <li>Monitor key metrics (CSAT, NPS, response time, resolution time, escalation rate) and drive continuous improvement</li> <li>Manage adherence to customer service policies, procedures, and best practices</li> <li>Handle, track, and report on customer complaints and inquiries with professionalism and urgency</li> <li>Manage back-office support processes, including ACH banking operations, demonstrating exceptional attention to detail</li> <li>Conduct regular team meetings, one-on-ones, and performance reviews</li> <li>Recruit, hire, and train new customer service and/or banking staff; drive continuous training and recertifications.</li> <li>Cross-departmental collaboration and relationship-building to resolve recurring customer issues and align priorities</li> <li>Analyze customer feedback and service data to identify trends and improvement opportunities</li> <li>Manage staffing schedules to ensure adequate coverage during peak periods</li> <li>Prepare and present regular reports on team performance to senior leadership</li> <li>Stay current on industry trends and customer service technology/tools</li> </ul> <h2>Required Qualifications</h2> <ul> <li>Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience)</li> <li>6+ years of experience in customer service, with at least 2 years in a supervisory or management role</li> <li>Proven track record of managing and motivating a customer-facing team</li> <li>Strong knowledge of customer service software, CRM systems, and help desk tools</li> <li>Excellent verbal and written communication skills</li> <li>Strong problem-solving and conflict-resolution abilities </li> <li>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</li> <li>Demonstrated ability to analyze data and translate insights into action</li> <li>Experience setting and managing KPIs/SLAs</li> <li>Work onsite in New York Office</li> </ul> <h2>Preferred Qualifications</h2> <ul> <li>Experience with tools such as Zendesk, Salesforce, or similar platforms</li> <li>Experience leading remote or hybrid teams</li> <li>Six Sigma, ITIL, or other process-improvement certification</li> </ul> <h2>Key Skills</h2> <ul> <li>Leadership and team development</li> <li>Emotional intelligence and empathy</li> <li>Strategic thinking and decision-making</li> <li>Time management and multitasking</li> <li>Adaptability under pressure</li> <li>Data-driven decision-making</li> </ul> <h2>Benefits of working at Fora Financial</h2> <ul> <li>Company-subsidized medical, dental, and vision plans.</li> <li>401(k) plan with company match.</li> <li>Life insurance at no cost to employees.</li> <li>Generous time off plan, including rollover vacation days.</li> <li>Health care and dependent care flexible spending accounts.</li> <li>Commuter benefits.</li> <li>Remote working model.</li> <li>Weekly breakfast, snacks, and Friday lunches provided onsite.</li> </ul> <h2>About Fora Financial</h2> <p>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.</p> <p>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</p>