Customer Care Manager - Hybrid & Growth Focus

Cotality; London; Hybrid; CAD 84,000 - 91,000; Full time

Benefits offered by this job

Flexible work model

Hybrid schedule

Generous PTO and holidays

Tuition assistance

Well-being stipend

Job summary

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that connects clients with their customers. You will mentor staff, drive service excellence, and ensure compassionate, responsive issue resolution across the client ecosystem.

The role emphasizes coaching, accountability, and KPI-driven leadership, with a hybrid schedule in a busy service environment and collaboration with multiple teams worldwide.

Qualifications

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or related industry.
• 4+ years of related experience with leadership in real estate, mortgage, escrow, or quality auditing.
• Proven ability to lead teams in a fast-paced, client-centric culture.
• Strong leadership, emotional intelligence, and change-management skills.
• Excellent written and oral communication, with ability to present data clearly.
• Experience managing geographically distributed teams.

Responsibilities

• Collaborate with internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage client relationships through regular status update meetings and business reviews.
• Conduct coaching, counseling, and training of customer care associates.
• Drive accountability for production and quality control; provide feedback on calls.
• Develop and measure KPIs such as schedule adherence and call handling.
• Interview and select new employees.
• Train staff in departmental processes and requirements.
• Communicate department initiatives and present data to stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide coverage for evening/weekend shifts as needed.

Skills

Leadership

Client relations

Coaching

Communication

Project management

Education

Bachelor’s degree or equivalent 5+ years in related field

Tools

MS Teams

CRM systems

MS Office

Job description

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that connects clients with their customers. You will mentor staff, drive service excellence, and ensure compassionate, responsive issue resolution across the client ecosystem.

The role emphasizes coaching, accountability, and KPI-driven leadership, with a hybrid schedule in a busy service environment and collaboration with multiple teams worldwide.