Supervisor of Servicing, Client Happiness

Earnest • San Francisco, CA

14h • Remote

About The Position

The Supervisor of Servicing, Client Happiness position will report to the Servicing Manager. As the Supervisor of Servicing, you will: Lead, coach, and support frontline servicing agents and Team Leads. Oversee daily servicing performance, quality, and accuracy across all client contact channels (phone, email, chat, SMS). Help resolve escalated client issues and ensure strong problem resolution. Monitor workflows, service levels, and servicing outcomes to meet team goals. Partner with the Servicing Manager to roll out strategies and improve processes. Ensure servicing work meets compliance and regulatory requirements. Support team engagement, readiness, and ongoing development. About You: 2+ years of experience in a contact center or loan servicing environment. 5+ years of people leadership experience (Supervisor, Lead, or similar). Familiarity with CRM or servicing systems. Strong knowledge of loan servicing and repayment processes. Comfortable coaching and developing team members in a fast-paced environment. Strong analytical, problem-solving, and decision-making skills. Clear and effective written and verbal communication skills. Even Better: Experience in student loan servicing, financial services, or regulated customer support Exposure to workforce management or staffing coordination. Knowledge of servicing compliance frameworks (FDCPA, CFPB). Where: This role will be remote. #LI-GA1

Requirements

• 2+ years of experience in a contact center or loan servicing environment.
• 5+ years of people leadership experience (Supervisor, Lead, or similar).
• Familiarity with CRM or servicing systems.
• Strong knowledge of loan servicing and repayment processes.
• Comfortable coaching and developing team members in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Clear and effective written and verbal communication skills.

Nice To Haves

• Experience in student loan servicing, financial services, or regulated customer support
• Exposure to workforce management or staffing coordination.
• Knowledge of servicing compliance frameworks (FDCPA, CFPB).

Responsibilities

• Lead, coach, and support frontline servicing agents and Team Leads.
• Oversee daily servicing performance, quality, and accuracy across all client contact channels (phone, email, chat, SMS).
• Help resolve escalated client issues and ensure strong problem resolution.
• Monitor workflows, service levels, and servicing outcomes to meet team goals.
• Partner with the Servicing Manager to roll out strategies and improve processes.
• Ensure servicing work meets compliance and regulatory requirements.
• Support team engagement, readiness, and ongoing development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed