Associate Manager, Customer Care — Hybrid Leadership Role

Cotality; Irving (TX); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health coverage

Parental leave

401(k) matching

Job summary

Cotality, a leading property intelligence company, 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 clear, empathetic communication while resolving issues efficiently.

This role emphasizes accountability, SLA adherence, and data-driven coaching. You will train staff, monitor performance metrics, and collaborate with internal teams to optimize processes.

Qualifications

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
• 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture.
• Exceptional leadership skills, including team-building and emotional intelligence.
• Excellent written and oral communication skills including the ability to communicate complex data clearly to multiple audiences.

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 the client relationship through weekly and monthly client status update meetings and reviews.
• One-on-one coaching and training of customer care associates, including formal coaching and performance improvement plans.
• Drive accountability for direct reports in key performance areas and monitor call quality.

Skills

Leadership experience

Customer care

Communication skills

Data analysis

MS Office

Education

Bachelor’s degree or equivalent

Tools

MS Office Suite

MS Teams

MS Outlook

Sagent familiarity

BlackKnight familiarity

Job description

Cotality, a leading property intelligence company, 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 clear, empathetic communication while resolving issues efficiently.

This role emphasizes accountability, SLA adherence, and data-driven coaching. You will train staff, monitor performance metrics, and collaborate with internal teams to optimize processes.