Customer Service Team Lead – Real-Time Coaching & Ops

Goldman Sachs; Draper (UT); On-site; USD 70,000 - 95,000; Full time

Job summary

Marcus by Goldman Sachs is seeking a dedicated operations leader to manage a consumer contact team in a fast-paced environment. You will coach 15-18 representatives, supervise daily operations, and act as a mentor to improve performance and customer outcomes.

You will interview and select team members, guide real-time service delivery, and partner with stakeholders to meet targets. A background in customer service leadership and high-net-worth experience is preferred.

Qualifications

• Three plus years of customer service management/ service orientated leadership role
• High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, driven, able to work independently in a team-oriented and fast paced environment and have a positive attitude
• Experience working with high net-worth customers

Responsibilities

• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real time environment by conducting bi weekly one-on-ones, staff meetings, in addition to on the spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Monitor calls and work closely with the business partners to closely manage ongoing professional and personal development of operations team members
• Provide hands‑on assistance to team members while serving as an escalation point for the operation's customer issues and complaints.
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

Skills

Customer service management

Leadership

High net-worth customers

Attention to detail

Self-directed

Education

High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience

Job description

Marcus by Goldman Sachs is seeking a dedicated operations leader to manage a consumer contact team in a fast-paced environment. You will coach 15-18 representatives, supervise daily operations, and act as a mentor to improve performance and customer outcomes.

You will interview and select team members, guide real-time service delivery, and partner with stakeholders to meet targets. A background in customer service leadership and high-net-worth experience is preferred.