Customer Care Team Lead: Mentor & Improve Service

Cotality; Austin (TX); On-site; USD 41,000 - 51,000; Full time

Benefits offered by this job

Time off: Generous PTO

11 paid holidays

Parental leave

Health coverage

401(k) with match

Tuition assistance

Well-being stipend

Recognition rewards

Referral bonuses

Job summary

Cotality is seeking a Quality Support specialist to resolve complex customer tax inquiries and provide guidance to teammates. You will monitor daily queues, navigate MSP/Blackknight/Sagent and Cisco Finesse, and apply standard procedures while escalating deviations as needed.

The role emphasizes mentoring peers, driving continuous improvement, and ensuring service levels are met, with a flexible working model and comprehensive benefits.

Qualifications

• Education: High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
• Experience: Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
• Systems Experience: Experience utilizing contact center systems (such as MSP, Blackknight, Sagent, or Salesforce) and telephony tools (such as Cisco Finesse) is highly preferred.
• Workforce Management: Prior exposure to contact center management and scheduling tools (e.g., Calabrio or an equivalent KPI management platform) is a strong asset.

Responsibilities

• Provide Quality Support: Execute specialized support tasks to resolve a wide range of complex customer tax inquiries and escalated calls efficiently.
• Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone.
• Monitor Workflow: Assist in monitoring daily queues and schedules using contact center management tools to ensure compliance with service level agreements (SLAs).
• Utilize Complex Systems: Navigate and update records across primary contact center systems (e.g., MSP, Blackknight, Sagent) and telephony tools (e.g., Cisco Finesse).
• Adhere to Processes: Work under general instruction on routine assignments, applying standard operating procedures while recognizing when to elevate unique deviations.
• Drive Continuous Improvement: Identify operational bottlenecks or common customer pain points and provide feedback to management to help optimize team workflows.

Skills

Customer support

Mentoring

Workflow monitoring

Systems navigation

Process adherence

Continuous improvement

Education

High school diploma

Tools

MSP

Blackknight

Sagent

Salesforce

Cisco Finesse

Calabrio

Job description

Cotality is seeking a Quality Support specialist to resolve complex customer tax inquiries and provide guidance to teammates. You will monitor daily queues, navigate MSP/Blackknight/Sagent and Cisco Finesse, and apply standard procedures while escalating deviations as needed.

The role emphasizes mentoring peers, driving continuous improvement, and ensuring service levels are met, with a flexible working model and comprehensive benefits.