Customer Care Team Lead — Hybrid, Growth & Impact

Cotality; Oxford (MS); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Flexible Work Model

Health Coverage

Paid Time Off

Job summary

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that bridges clients and their customers. You will foster open communication, mentor staff, resolve issues, and uphold service levels while driving continuous improvement.

The role emphasizes leadership, empathy, and data-driven decision-making in a hybrid work setting. You will coach 12–15 direct reports, participate in evening/weekend coverage, and influence service quality and customer satisfaction across the

Qualifications

• Bachelor's degree or equivalent 5+ years in escrow/real estate/ title insurance or related.
• 4+ years leadership in real estate, mortgage, escrow, quality auditing or related field.
• Proven ability to lead teams in a fast-paced, client-centric culture.
• Strong interpersonal, negotiation and conflict resolution skills.
• Experience coordinating geographically distributed teams.

Responsibilities

• Collaborate with internal and external teams to ensure a seamless client experience.
• Lead a high-energy, client-centric operation based on accountability and engagement.
• Manage client relationships via weekly/monthly status meetings and reviews.
• Provide coaching and training of customer care associates; develop performance plans.
• Monitor calls quality and provide feedback; address training needs.
• Develop and measure KPIs to gauge and enhance operational effectiveness.
• Interview and select new employees; train staff in operations and procedures.

Skills

Leadership

Client-focused

Communication

Problem-solving

Data analysis

Education

Bachelor's degree or equivalent

Tools

MS Office

Excel

MS Teams

Job description

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that bridges clients and their customers. You will foster open communication, mentor staff, resolve issues, and uphold service levels while driving continuous improvement.

The role emphasizes leadership, empathy, and data-driven decision-making in a hybrid work setting. You will coach 12–15 direct reports, participate in evening/weekend coverage, and influence service quality and customer satisfaction across the