Complaints Team Lead - Hybrid, Manage 15-18 Specialists

Goldman Sachs Group; Draper (UT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Marcus by Goldman Sachs in Draper, UT seeks a Complaints Team Leader to guide a 15-18 member team, supervising daily operations and coaching staff to resolve customer complaints fairly and efficiently in line with regulatory standards.

You will monitor performance with QA, establish schedules, conduct weekly one-on-ones, and drive process improvements while maintaining a strong customer‑focused culture.

Qualifications

• Minimum of 3 years supervisory experience.
• Strong customer service mindset and focus on quality.
• Experience driving process improvements and coaching teams.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Lead day-to-day operations of a 15-18 person team.
• Monitor performance and address issues; reward or correct behavior as needed.
• Train staff, enforce policies, and help achieve departmental goals.
• Create staff schedules and participate in interviewing and onboarding.
• Conduct weekly one-on-ones and bi-monthly staff meetings.
• Collaborate with QA to manage development and customer outcomes.
• Maintain a customer-focused environment while achieving business targets.
• Provide hands-on support and serve as escalation point for complex issues.

Skills

Supervisory experience

Customer service experience

Process improvements

Coaching

Education

High School degree

Bachelor's degree or equivalent

Job description

Marcus by Goldman Sachs in Draper, UT seeks a Complaints Team Leader to guide a 15-18 member team, supervising daily operations and coaching staff to resolve customer complaints fairly and efficiently in line with regulatory standards.

You will monitor performance with QA, establish schedules, conduct weekly one-on-ones, and drive process improvements while maintaining a strong customer‑focused culture.