Hybrid Associate Manager, Customer Care - Client Focus

Cotality; Austin (TX); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Generous PTO and holidays

Job summary

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that liaises between clients and their customers. You will foster open communication, mentor staff, and resolve client issues efficiently while upholding service standards.

You will oversee coaching, performance management, and accountability, driving KPI measurement and continuous improvement across shifts and teams in a hybrid in-office/remote setup.

Qualifications

• Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other related industry.
• 4+ years of leadership experience leading teams in a fast-paced, client-centric environment.
• Excellent written and oral communication skills with the ability to convey complex data clearly.

Responsibilities

• Collaborate with internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to SLAs, and maintaining high work quality.
• Manage effective email communication to meet client expectations in a timely and professional manner.
• One-on-one coaching and training of customer care associates, including coaching and performance improvement plans.

Skills

Leadership

Client focus

Communication

Team coaching

Problem solving

MSP/BlackKnight

Sagent

Lean Six Sigma

Education

Bachelor's degree or equivalent

Tools

MSP/BlackKnight

Sagent

Job description

Cotality is seeking an Associate Manager, Customer Care to lead a front-facing team that liaises between clients and their customers. You will foster open communication, mentor staff, and resolve client issues efficiently while upholding service standards.

You will oversee coaching, performance management, and accountability, driving KPI measurement and continuous improvement across shifts and teams in a hybrid in-office/remote setup.