Customer Service Manager

Fora Financial•New York, NY

14h•Onsite

About The Position

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.

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
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

Nice To Haves

Experience with tools such as Zendesk, Salesforce, or similar platforms
Experience leading remote or hybrid teams
Six Sigma, ITIL, or other process-improvement certification

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