Manager, Servicing Customer Support

GoodLeap

Remote
**
Operational oversight
Performance management
Regulatory compliance
** GoodLeap is seeking a Manager for its Servicing Customer Support team, responsible for overseeing both outsourced and internal operations to ensure high-quality service delivery and compliance. The role demands strong leadership, operational management skills, and the ability to collaborate across departments to address complex customer issues. **

Job Summary

  • The Manager, Servicing Customer Support, is responsible for operational oversight of GoodLeap’s Servicing’s Customer Service function, including both outsourced (Genpact) operations and internal servicing teams.
  • This role leads the day-to-day performance management across frontline agents, team leaders, training, quality, and workflow execution to ensure service excellence, regulatory compliance, and operational scalability.
  • The Manager serves as the primary liaison to Legal for complex customer matters and owns all executive-level customer escalations across the Servicing organization.

Matching Summary

Match Score: 75

** GoodLeap is seeking a Manager for its Servicing Customer Support team, responsible for overseeing both outsourced and internal operations to ensure high-quality service delivery and compliance. The role demands strong leadership, operational management skills, and the ability to collaborate across departments to address complex customer issues. **

Skills & Requirements

Must-have

  • operational oversight
  • performance management
  • regulatory compliance
  • workflow execution
  • customer experience expectations

Nice-to-have

  • AI-powered applications
  • business intelligence
  • cross-functional resolution efforts
  • root cause analysis
  • mitigating risk

Key Requirements

  • Experience managing outsourced operations
  • Experience managing internal teams
  • Accountability to SLAs and quality standards
  • Executive-level escalation ownership

Work Rights

Not specified

Tailored Resume

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