Customer Care Manager

Above Lending is a next-generation financial services company. We provide simple and transparent products aimed at helping our clients achieve their personal finance goals. With competitive rates and personalized support, our mission is to simplify the lending process and help borrowers attain financial well-being. We are committed to making credit more affordable and accessible.

Above Lending is seeking a dedicated and experienced Customer Care Manager to lead our customer support team. In this managerial role, you will not only ensure our customers receive exceptional service and support regarding their accounts and loan products, but you will also focus on coaching, mentoring, and performance managing a team of Customer Care Agents. Your leadership will be crucial in fostering a culture of excellence and continuous improvement, ultimately driving customer satisfaction and team success.

• Oversee and mentor a team of Customer Care Agents, providing guidance and support to enhance their performance and professional development.
• Design and implement coaching programs that equip team members with the skills and knowledge necessary to deliver outstanding customer service. Conduct regular one-on-one sessions to foster growth and address areas for improvement.
• Set clear performance expectations and metrics. Conduct regular evaluations and provide constructive feedback to ensure the team meets and exceeds service level agreements.
• Serve as an escalation point for complex customer issues, working collaboratively with agents to resolve inquiries effectively and efficiently.
• Analyze team performance data and customer feedback to identify opportunities for process enhancements that improve service delivery and operational efficiency.
• Collaborate with Strategy & Operations to resolve complex customer issues and streamline processes, ensuring a seamless experience for our customers.
• Prepare and present performance reports to upper management, highlighting team achievements and areas for growth.
• Cultivate a positive and motivating work environment that encourages teamwork, engagement, and recognition of achievements.

• Experience in a customer service environment supporting consumer lending products is required. 
• Bachelor’s degree in Business Administration, Management, or a related field preferred.
• 5+ years of experience in customer service, with at least 3+ years in a leadership or managerial role.
• Proven track record of managing and developing teams to achieve performance goals.
• Strong analytical skills with experience in performance metrics and reporting.
• Excellent verbal and written communication skills, capable of effectively interacting with customers and team members.
• Strong critical thinking and problem-solving abilities to address customer inquiries and resolve issues promptly.
• Proficient in customer service software and tools, such as Telephony, Email and Ticketing systems, Microsoft Office, and Google Suite.

If you are passionate about developing talent and delivering exceptional customer service, we invite you to apply for the Customer Care Manager position at Above Lending. Join our team and lead our commitment to outstanding support for our valued customers.

Join our dynamic team and contribute to Above Lending’s success as we continue to provide innovative lending solutions to our customers.

Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.

*Above Lending is an equal opportunity Employer*

Above Lending does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Above Lending employees or the Above Lending Finance and HR teams.  No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.