Hybrid Associate Manager, Customer Care Leader

Cotality; Dallas (TX); Hybrid; USD 65,000 - 67,000; Full time

Benefits offered by this job

PTO and holidays

Parental leave

Health coverage options

401(k) match

Tuition assistance

Well-being stipend

Job summary

Cotality in Dallas is seeking an Associate Manager, Customer Care to lead a front-facing team that connects clients with their customers. You will coach staff, foster empathy, and ensure timely, reliable service across the client base.

This role requires proven leadership in real estate or related industries, excellent communication, and a data-driven mindset. The hybrid schedule combines in-office collaboration with remote work to support peak periods.

Qualifications

• Bachelor’s degree or 5+ years in escrow/real estate or related field.
• 4+ years leading teams in client-centric environments.
• Strong communication, negotiation, and conflict resolution skills.

Responsibilities

• Collaborate with internal and external teams to ensure a seamless client experience.
• Coach and mentor customer care associates to deliver high-quality service.
• Manage client relationships through status meetings and escalations per SLAs.
• Lead one-on-one coaching, counseling, and training of staff to maintain high performance.
• Drive accountability for direct reports in production and quality control; provide feedback.
• Develop and measure KPIs at team and individual levels to enhance operations.
• Interview and select new employees; train and lead staff in operations.
• Communicate departmental initiatives and present data to stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide coverage for evening/weekend shifts as needed.

Skills

Leadership

Team management

Client service orientation

Communication

Problem solving

Data analysis

MS Office

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Teams

Excel

Outlook

CRM software

Job description

Cotality in Dallas is seeking an Associate Manager, Customer Care to lead a front-facing team that connects clients with their customers. You will coach staff, foster empathy, and ensure timely, reliable service across the client base.

This role requires proven leadership in real estate or related industries, excellent communication, and a data-driven mindset. The hybrid schedule combines in-office collaboration with remote work to support peak periods.