Manager, Customer Support

Forward Financing•Salt Lake City, UT

3d•$85,000 - $98,000•Hybrid

About The Position

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way. As a Manager, Customer Support you will oversee the Operations Services team, to support the operations we provide for our company in the Post Decision. You will monitor and manage specific business operations support teams to ensure timely services that support our broader operations with the highest quality standards. You will oversee and monitor the experts appointed to your specific operations team. You will frequently collaborate with leaders from Operations, Quality, Process Improvement, and People & Culture departments. In addition, you will often interact with team members across Sales, Underwriting, Legal, and Account Servicing. This position operates on a hybrid model, with a requirement of two days in office each week.

Requirements

Bilingual in English and Spanish.
Bachelor’s degree.
2+ years of work experience managing service or operations-related groups.
Advanced computer skills.
Excellent written and verbal communication skills.
Ability to run statistics, understand them, and link them with the planning and production goals.

Responsibilities

Capacity & Performance Management: Direct the production capacity and performance of service operations, ensuring high-throughput results without compromising our rigorous quality standards.
Planning & Forecasting: Architect and execute comprehensive staffing plans and production goals to align with fluctuating business demands.
Continuous Improvement: Proactively identify, design, and implement process efficiencies that drive measurable value and elevate overall organizational performance.
High-Performance Advocacy: Cultivate a culture of excellence rooted in our core values, focusing on exceptional customer service, strict SLA adherence, and operational integrity.
Mentorship & Coaching: Serve as a dedicated guide for team members, providing consistent coaching and professional development to build a robust leadership pipeline.
Brand Ambassadorship: Model the company’s mission and values, ensuring that the team remains a collaborative, supportive, and results-driven environment where employees feel inspired to excel.
Cross-Functional Collaboration: Manage and mature relationships across all organizational departments to ensure seamless operational alignment and integrated performance.
Team Synergy: Foster a transparent and communicative environment that balances results with a supportive team dynamic.