Customer Service Manager

Addison Group; Fort Worth (TX); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Disability insurance

401(k)

Paid time off

Paid holidays

Job summary

Addison Group is seeking a Customer Service Manager to lead investor service operations and provide hands-on leadership to a dedicated team that supports investor accounts, transactions, and communications.

The ideal candidate will have a solid banking or financial services background, proven people-management skills, and a strong grasp of investment-related operations. This role is onsite and reports to senior management, with opportunities to improve processes and service quality.

Qualifications

• Proven team leadership experience.
• Strong understanding of investor operations and financial processes.
• Excellent communication, organization, and problem-solving skills.

Responsibilities

• Direct daily investor service activities including accounts, requests, transactions, and distributions.
• Handle complex or escalated investor concerns with timely resolution.
• Coordinate investor-related operations with accounting, transfer agency, compliance, legal, and technology teams.
• Mentor and develop team members; set clear expectations for service standards and accuracy.
• Identify opportunities to streamline workflows and strengthen operational controls.
• Establish and monitor performance metrics for service levels and quality.
• Support investor communications surrounding capital activity and reporting.
• Collaborate with technology partners to enhance CRM tools and investor-facing systems.
• Evaluate the investor service experience and recommend improvements.

Skills

Team leadership

Investor operations

Communication

Organization

Problem solving

Detail orientation

Education

Bachelor’s degree in Business, Finance, or related field

Job description

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM, onsite

Type of Employment: Full-time, Direct Hire

Compensation: $80,000–$95,000 annually + quarterly performance bonus

Benefits: This position is eligible for medical coverage with significant employer contribution, dental and vision coverage, short- and long-term disability, 401(k), paid time off, and paid holidays.

Job Description

Addison Group is hiring a Customer Service Manager on behalf of our client. This position will oversee investor service operations while providing hands‑on leadership to a team responsible for supporting investor accounts, transactions, inquiries, documentation, and communications.

The ideal candidate brings a strong background in banking or financial services, proven people-management experience, and a solid understanding of investment‑related operations. This role will work cross‑functionally with internal teams to maintain accuracy, strengthen processes, resolve escalated matters, and enhance the overall investor experience.

Key Responsibilities

• Direct daily investor service activities, including account maintenance, investor requests, transaction processing, documentation, subscriptions, and distributions.
• Take ownership of complex or escalated investor concerns and ensure issues are addressed accurately and within appropriate timeframes.
• Collaborate with accounting, transfer agency, compliance, legal, and technology teams to coordinate investor‑related operations and reporting.
• Supervise, mentor, and develop team members while establishing clear expectations around service standards, productivity, and accuracy.
• Identify opportunities to streamline workflows, improve procedures, and strengthen operational controls.
• Establish and monitor performance metrics to evaluate service levels, efficiency, and operational quality.
• Assist with investor communications surrounding capital activity, distributions, reporting, and other significant account events.
• Work with technology partners to enhance CRM tools, investor-facing systems, and related operational functionality.
• Evaluate the investor service experience and recommend improvements that increase efficiency, consistency, and overall service quality.

Qualifications

• Prior team leadership and management experience required.
• Strong understanding of investor operations, account servicing, transactions, and financial processes.
• Excellent communication, organization, problem‑solving, and attention to detail.
• Bachelor’s degree in Business, Finance, or related field
• Experience in investments, broker‑dealer, or energy investment experience highly preferred.