Complaints Team Lead — Elevate Customer Care

Socket.dev; Richardson (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Marcus by Goldman Sachs is seeking a Complaints Team Leader to manage a 15-18 person Complaints Specialists unit across hybrid Richardson, TX and Draper, UT locations. You will coach, develop, and escalate complex issues while monitoring service levels and driving continuous improvements in customer support.

You will recruit and train staff, set schedules, conduct regular one-on-ones, and collaborate with QA to ensure high customer satisfaction and compliance withinternal policies and regulatory

Qualifications

• High School degree, Bachelor's degree or equivalent military experience.
• 3+ years supervisory experience.
• Strong understanding of customer service experience and process improvements.
• Must be self-directed, detail oriented, driven and able to work independently in a team‑oriented and fast paced environment and have a positive attitude.

Responsibilities

• Lead and supervise the day-to-day operations of a team of 15-18 representatives.
• Monitor and evaluate performance of the team, reward behaviours and/or performance when appropriate and address performance issues.
• Train, provide direction and enforce policies and standards to help the staff achieve goals.
• Establish schedules for team members.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others.
• Conduct weekly one-on-ones and bi-monthly staff meetings, and on-the-spot coaching/feedback.
• Monitor cases and work with QA teams to manage development of team members.
• Provide hands-on assistance and serve as escalation point for customer issues and complaints.
• Guide management on real-time performance and service level targets.
• Recommend improvements in business processes and ensure resource utilization and audit compliance.
• Assist in project planning and issue identification and timely delivery of improvements.

Skills

Supervisory experience

Customer service process improvement

Leadership

Detail oriented

Education

Bachelor's degree or equivalent military experience

Job description

Marcus by Goldman Sachs is seeking a Complaints Team Leader to manage a 15-18 person Complaints Specialists unit across hybrid Richardson, TX and Draper, UT locations. You will coach, develop, and escalate complex issues while monitoring service levels and driving continuous improvements in customer support.

You will recruit and train staff, set schedules, conduct regular one-on-ones, and collaborate with QA to ensure high customer satisfaction and compliance withinternal policies and regulatory