Customer Service Supervisor – Mortgage Servicing

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Employee discounts

Education reimbursement

Referral bonuses

Community giving

Job summary

Carrington Mortgage Services is seeking an experienced Customer Service Supervisor to lead a Phoenix-based contact centre, overseeing issue resolution, escalations, and operational efficiency. The role focuses on delivering outstanding homeowner support and driving performance across the customer lifecycle.

The position emphasizes coaching, mentorship, data-driven improvements, and collaboration with senior leadership to enhance product and service experiences.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience in mortgage servicing, financial services, or fintech with strong support operations.
• 3–5 years in consumer-facing operations, preferably customer support or contact centres.
• 2–3 years of experience managing a team of 5+ with coaching and development.
• Proficiency with Google Workspace and CRM platforms like Zendesk or Salesforce.
• Experience with workforce management and scheduling support.

Responsibilities

• Resolve client issues in real time with empathetic support.
• Triage escalations and complaints to drive swift resolutions.
• Drive process improvements and operational efficiencies across support activities.
• Coach and develop team members to build a best-in-class operation.
• Synthesize client feedback and inform product/service improvements.
• Test and optimize contact centre tools to boost productivity.
• Collaborate with cross-functional teams across the customer lifecycle.
• May supervise associates handling complex loans (e.g., HELOCs).
• Monitor tickets to meet SLAs and ensure timely feedback to supervisors.
• Mentor associates and emerging leaders with best practices.

Skills

Leadership

Customer service

Analytical skills

Team coaching

Cross-functional collaboration

Scheduling forecasting

Education

Bachelor's degree or equivalent

High school diploma or GED

Tools

Google Workspace

Zendesk

Salesforce

Workforce management tools

Job description

Carrington Mortgage Services is seeking an experienced Customer Service Supervisor to lead a Phoenix-based contact centre, overseeing issue resolution, escalations, and operational efficiency. The role focuses on delivering outstanding homeowner support and driving performance across the customer lifecycle.

The position emphasizes coaching, mentorship, data-driven improvements, and collaboration with senior leadership to enhance product and service experiences.