Consumer Services Manager

This Jobot Job is hosted by : Merwan Zattam

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Salary : $90,000 - $110,000 per year

A bit about us :

We are a trusted leader in debt-resolution technology, providing robust tools and secure payment solutions designed to empower individuals and streamline operations for businesses. We simplify the path to financial progress : for consumers, helping manage payments and track their journey toward financial freedom; for our clients, offering an all-in-one platform with automation and real-time insights to drive operational efficiency.

With more than 15 years of industry experience, our suite of powerful products supports millions in settling debt effectively and efficiently. Our platform was built to move both consumers and businesses ahead — smarter, faster, and with confidence.

We’re more than just a technology provider : we’re your partner in building resilient, scalable systems that integrate across platforms and adapt to evolving financial landscapes. We collaborate seamlessly with global teams, adhere to rigorous standards of code quality and data security, and continuously evolve through innovation and best practices.

Why join us?

Health insurance

Vision insurance

Dental insurance

Life insurance

401(k) retirement plan

PTO

Job Details

Consumer Services Manager

Overview

The Consumer Services Manager is responsible for ensuring that the customer service team delivers exceptional support to clients and partner service providers through phone and ticketing systems. This role plays a key part in supporting debt settlement operations by reconciling daily transactions, resolving issues efficiently, and collaborating with operations and IT teams to optimize and strengthen business processes. The ideal candidate is a proactive leader with strong analytical, communication, and organizational skills who thrives in a fast-paced environment.

Key Responsibilities

Lead the Consumer Services team in delivering high-quality client and partner support.

Establish, communicate, and manage key performance indicators (KPIs) for the department.

Conduct weekly coaching and performance sessions with team members to drive engagement and development.

Oversee and resolve client and servicing partner inquiries via phone, email, and ticketing systems.

Coordinate and manage tasks between internal and offshore support teams.

Review and assist with client account maintenance, transaction scheduling, and audit documentation.

Maintain professionalism and empathy when handling sensitive financial matters.

Demonstrate flexibility by managing multiple priorities and projects simultaneously.

Communicate effectively and tactfully with clients and internal stakeholders.

Ensure processes are well-documented and continuously improved to enhance client satisfaction.

Develop a strong understanding of internal systems, workflows, and data integrity within Consumer Services.

Lead and participate in regular team meetings to review performance metrics, priorities, and process improvements.

Collaborate cross-functionally with operations, IT, and leadership teams to identify and implement service enhancements.

Maintain compliance with all information security and data privacy policies.

Perform additional duties and special projects as assigned.

Qualifications & Required Skills

Associate degree or higher, or equivalent professional experience.

Minimum of 3 years of experience leading a team in a contact center or customer service environment.

Exceptional written, verbal, and listening skills.

Proven ability to analyze large datasets and produce actionable insights.

Highly organized with meticulous attention to detail and the ability to multitask effectively.

Strong technical proficiency in Microsoft Office (Word, Excel) and email systems (Gmail or Outlook).

Self-motivated, adaptable, and capable of working both independently and collaboratively.

Comfortable working in a fast-paced, evolving business environment.

Preferred Qualifications

Customer-focused mindset with a proven track record of delivering exceptional service.

Experience using CRM platforms such as Salesforce, ClickUp, or Pipedrive.

Familiarity with contact center technologies such as CXone, Talkdesk, or Five9, and experience with IVR or online banking systems.

Experience utilizing Workforce Management (WFM) tools and advanced analytics to improve efficiency.

Demonstrated success in building, scaling, and managing contact center teams.

Industry knowledge of debt resolution, financial services, or customer operations.

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