Hybrid Manager, Customer Care & Team Excellence

Cotality; Austin (TX); Hybrid; USD 78,000 - 85,000; Full time

Benefits offered by this job

Generous PTO and holidays

Parental leave – up to 16 weeks

401(k) with company match

Well-being stipend

Tuition assistance

Job summary

Cotality is seeking a hybrid-remote Manager, Customer Care to lead a team of 15-18 Tier 2 associates and a Team Lead, driving service excellence and client advocacy. You will supervise daily operations, ensure adherence to schedules, and meet ACW targets while maintaining high utilization.

Lead accountability for KPIs (FCR, AHT, quality) and support strategic NPS improvements toward 70 by delivering compassionate, responsive service and strong stakeholder relationships across cross-functional

Qualifications

• Requires 5+ years of client-centric work experience in fields like real estate, mortgage, or escrow.
• 4+ years of leadership experience in a customer service setting; prior contact center mgmt preferred.
• Bachelor’s degree or equivalent in management concepts and practices.

Responsibilities

• Direct leadership to ~15–18 Customer Care Tier 2 Associates and a Team Lead.
• Oversee schedules, ACW targets, and utilization to ensure performance.
• Drive KPIs: FCR, AHT, and quality scores using MAGIC framework.
• Support NPS goals to reach 70 through compassionate, responsive service.
• Foster a high-engagement culture and support talent onboarding.
• Lead adoption of omnichannel tools, dashboards, chat, and AI agents.
• Manage client relationships with status updates and business reviews.

Skills

Leadership

Customer service

Team coaching

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

MSP/BlackKnight

Sagent

Valon

iAssist

LSAMs

Job description

Cotality is seeking a hybrid-remote Manager, Customer Care to lead a team of 15-18 Tier 2 associates and a Team Lead, driving service excellence and client advocacy. You will supervise daily operations, ensure adherence to schedules, and meet ACW targets while maintaining high utilization.

Lead accountability for KPIs (FCR, AHT, quality) and support strategic NPS improvements toward 70 by delivering compassionate, responsive service and strong stakeholder relationships across cross-functional