Manager, Customer Care - Tax Escalations
About The Position
At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. As a hybrid-remote Manager, Customer Care, you will direct a team of front-facing representatives dedicated to service excellence and client advocacy. You are responsible for overseeing the operational success of your team by ensuring adherence to established policies, meeting stringent Service Level Agreements (SLAs), and driving a culture of high engagement and performance.
Requirements
- Requires 5+ years of relevant work experience in a client-centric environment (e.g., real estate, mortgage, or escrow).
- Typically requires 4+ years of leadership experience managing in a customer service environment.
- Bachelor’s degree or equivalent work experience that provides knowledge of fundamental theories, principles, and practices of management is required.
Nice To Haves
- Prior contact center management experience is preferred.
- Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs or Lean Six Sigma methodologies is a plus.
- Demonstrated experience leveraging AI-powered tools into daily operations to improve efficiency, accelerate problem-solving, and increase team effectiveness.
Responsibilities
- Provide direct leadership to a team of approximately 15-18 Customer Care Tier 2 Associates and a Team Lead, focusing on coaching, professional development, and performance management.
- Monitor daily and weekly operations to ensure team members adhere to schedules, meet After-Call Work (ACW) targets, and maintain high utilization rates.
- Drive accountability for key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and quality scores based on the MAGIC customer service framework.
- Execute initiatives designed to increase the company’s Net Promoter Score (NPS) to 70 by fostering compassionate and responsive service.
- Cultivate a high-engagement team culture to reduce attrition and participate actively in the nesting period support of new talent.
- Lead the team through the adoption of omnichannel support tools, including updated dashboards/systems, chat, and AI agents, ensuring skill resiliency as service delivery methods evolve.
- Manage client relationships through regular status updates and business reviews, resolving escalations to maintain trust and contract compliance.
- Operate effectively within a shared management structure, partnering closely with peer leaders to provide aligned leadership, consistent performance expectations, and seamless support for Tier 2 operations.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
