Customer Service Manager

Customer Service Manager

About the Role

We are seeking an experienced and customer-focused Customer Service Manager to lead our support team. In this role, you will be responsible for overseeing daily customer service operations, developing team performance, and ensuring an exceptional customer experience across all touchpoints.

Key Responsibilities

Act as a player-coach : actively participate in day-to-day customer service operations (handling tickets, calls, or chats) while leading and developing the team — leading by example, not just from the sidelines

Lead, coach, and develop a team of customer service representatives to meet performance and quality standards

Monitor key metrics (CSAT, NPS, response time, resolution time, escalation rate) and drive continuous improvement

Manage adherence to customer service policies, procedures, and best practices

Handle, track, and report on customer complaints and inquiries with professionalism and urgency

Manage back-office support processes, including ACH banking operations, demonstrating exceptional attention to detail

Conduct regular team meetings, one-on-ones, and performance reviews

Recruit, hire, and train new customer service and/or banking staff; drive continuous training and recertifications.

Cross-departmental collaboration and relationship-building to resolve recurring customer issues and align priorities

Analyze customer feedback and service data to identify trends and improvement opportunities

Manage staffing schedules to ensure adequate coverage during peak periods

Prepare and present regular reports on team performance to senior leadership

Stay current on industry trends and customer service technology/tools

Required Qualifications

Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience)

6+ years of experience in customer service, with at least 2 years in a supervisory or management role

Proven track record of managing and motivating a customer-facing team

Strong knowledge of customer service software, CRM systems, and help desk tools

Excellent verbal and written communication skills

Strong problem-solving and conflict-resolution abilities

Strong analytical and critical-thinking skills, with the ability to apply logic and deductive reasoning to diagnose root causes and resolve complex or ambiguous issues

Demonstrated ability to analyze data and translate insights into action

Experience setting and managing KPIs/SLAs

Work onsite in New York Office

Preferred Qualifications

Experience with tools such as Zendesk, Salesforce, or similar platforms

Experience leading remote or hybrid teams

Six Sigma, ITIL, or other process-improvement certification

Key Skills

Leadership and team development

Emotional intelligence and empathy

Strategic thinking and decision-making

Time management and multitasking

Adaptability under pressure

Data-driven decision-making

Benefits of working at Fora Financial

Company-subsidized medical, dental, and vision plans.

401(k) plan with company match.

Life insurance at no cost to employees.

Generous time off plan, including rollover vacation days.

Health care and dependent care flexible spending accounts.

Commuter benefits.

Hybrid working model.

Weekly breakfast, snacks, and Friday lunches provided onsite.

Compensation and Logistics

Hybrid working model

Salary range $75,000-$95,000

About Fora Financial

Fora Financial is a technology-enabled provider of flexible financing to small and medium-sized businesses. Since 2008, we have supported more than 55,000 merchants nationwide with over $5 billion in capital for operating expenses, cash-flow management, and growth.

Our proprietary technology helps deliver capital through a streamlined process that can be completed in as little as 24 hours, compared with the weeks or months often required for a