Customer Support Manager - Digital Asset Home Loan Program
About The Position
Megatel Homes, one of the nation’s premier homebuilders, is expanding its innovative MegPrime digital assets home loan savings program. We are seeking a Customer Support Manager to lead a small but growing customer service team focused on supporting homebuyers using our cryptocurrency‑based savings product. This role blends leadership, customer experience, and emerging technology — ideal for a manager who thrives in a fast‑paced environment and enjoys building new processes from the ground up. The Customer Support Manager will initially oversee two Customer Support Specialists, manage daily call center operations, and serve as the primary escalation point for complex inquiries related to digital assets, account functionality, and program integration with home loans.
Requirements
- 3–5+ years of customer service or call center experience.
- 1–2+ years of supervisory or team‑lead experience.
- Strong communication, leadership, and problem‑solving skills.
- Ability to explain technical concepts in simple, customer‑friendly terms.
- Experience with CRM or call center software.
Nice To Haves
- Bachelor’s degree in business administration, finance, or a related field.
- Experience in banking, mortgage, loan servicing, fintech, or digital financial products.
- Understanding of cryptocurrency fundamentals (e.g., blockchain basics, wallets, transactions).
- Experience with cryptocurrency platforms or digital wallets.
Responsibilities
- Lead, coach, and develop Customer Support Specialists.
- Conduct regular performance reviews, coaching sessions, and ongoing training to build product expertise and customer service skills.
- Manage daily call center operations, workload, and performance metrics.
- Serve as the primary escalation point for complex digital asset, account, or compliance issues.
- Maintain strong knowledge of the MegPrime platform and ensure accurate, clear customer communication.
- Improve processes, documentation, scripts, and service standards as the team grows.
- Collaborate with product, IT, compliance, and lending teams on updates and training.
- Provide feedback to internal teams based on customer trends, recurring issues, and opportunities for improvement.
- Work closely with MCI Mortgage and New Home Sales Consultants to resolve customer questions or issues.
- Oversee CRM usage, reporting, and quality assurance.
Benefits
- Medical, dental, vision, 401(k)
- PTO and holidays
- Training on our proprietary crypto‑based home loan program
- Growth opportunities as the call center expands
- A collaborative, innovative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
