Digital Banking Care Manager: Elevate Customer Experience

SouthState Bank; United States; Hybrid; USD 68,000 - 109,000; Full time

Job summary

SouthState Bank is seeking a Customer Care Manager for Digital Banking Solutions to lead a team delivering support for online, mobile, and digital payments platforms. The role focuses on exceptional customer experiences, regulatory compliance, and operational excellence.

You will drive performance, develop staff, and align processes across digital channels, authentication services, and payments ecosystems to improve satisfaction and efficiency.

Qualifications

• Bachelor's degree in Business Administration or equivalent preferred.
• High School Diploma or equivalent required.
• 5+ years of contact center leadership experience.
• 3+ years managing supervisors or team leaders.
• Experience supporting digital banking, online banking and mobile banking operations.

Responsibilities

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.
• Establish performance expectations and accountability measures aligned with goals.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a customer-focused, high-performance culture with engagement and continuous improvement.
• Manage daily call center operations to achieve service levels, wait time and productivity goals.
• Oversee workflows across phone, chat, email, and secure messaging channels.
• Lead communication during platform outages and system enhancements.

Skills

Leadership

Customer service

Digital banking

Analytics

Communication

Education

Bachelor's degree in Business Administration

High School Diploma or equivalent

Tools

Genesys Cloud

CRM systems

Job description

SouthState Bank is seeking a Customer Care Manager for Digital Banking Solutions to lead a team delivering support for online, mobile, and digital payments platforms. The role focuses on exceptional customer experiences, regulatory compliance, and operational excellence.

You will drive performance, develop staff, and align processes across digital channels, authentication services, and payments ecosystems to improve satisfaction and efficiency.