Overnight Customer Support Manager

Job Summary

Leading a team of 8-10 Overnight Customer Support Specialists, the full-time Overnight Customer Support Manager I will drive operational excellence and deliver exceptional customer experiences in a remote environment.

Key responsibilities

• Own team performance by delivering world-class customer experiences and achieving customer satisfaction and operational excellence
• Hire, onboard, and develop high-performing Customer Support Specialists while fostering a culture of accountability and continuous improvement
• Leverage data and customer feedback to identify opportunities for performance improvement and implement strategies to enhance service quality and productivity

Required qualifications

• 1+ years of experience in customer support or customer experience operations, preferably in financial services or a high-volume contact center
• 1+ years of experience managing a team of Customer Support Specialists or equivalent frontline employees
• Proven ability to identify and develop high-performing customer support talent
• Strong experience using customer support data and KPIs to drive measurable improvements
• High school diploma or GED required