Manager, Customer Support

Forward Financing•Salt Lake City, UT

1d•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 Client Services team, to support operations we provide for our company. 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 supervisors appointed to your specific operations team. You will frequently collaborate with leaders from the Operations, Quality, Process Improvement, and People & Culture departments. In addition, you will often interact with team members at our parent company Forward Financing, LLC, 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

Manage production capacity and performance of our service operations while ensuring the highest quality results.
Promote a company culture that encourages top performance based on exceptional customer service, SLAs and ultimately, operational excellence.
Be part of a high-performing team that is both collaborative + supportive, results-driven, where people love to come to work.
Manage team relationships effectively across all organizational areas to ensure exceptional performance.
Guide and coach team members
Plan and track production goals and staffing plans.
Consistently identify and implement efficiencies that add value to the company and drive performance.
Be a strong brand ambassador for our Culture.