Manager, Customer Care - Tax Escalations

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

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

401(k) with match

Well-being stipend

Tuition assistance

Discounts

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, policy adherence, and client advocacy. You will monitor operations, optimize KPIs such as FCR, AHT and quality, and collaborate with cross-functional partners while guiding the transition to omnichannel tools including AI agents.

This role requires evening shifts during the Q4 busy season and a hybrid in-office schedule 1–2 days per week.

Qualifications

• 5+ years of client-centric work experience in real estate, mortgage, or escrow.
• 4+ years of leadership experience in a customer service setting.
• Bachelor's degree or equivalent management knowledge.
• Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAM is a plus.

Responsibilities

• Direct Supervision: Provide direct leadership to a team of approximately 15-18 Customer Care Tier 2 Associates and a Team Lead, focusing on coaching, professional development, and performance management.
• Operational Oversight: Monitor daily and weekly operations to ensure team members adhere to schedules, meet After-Call Work (ACW) targets, and maintain high utilization rates.
• Performance Accountability: Drive accountability for KPIs including First Call Resolution (FCR), Average Handle Time (AHT), and quality scores based on the MAGIC customer service framework.
• Strategic Metric Support: Execute initiatives designed to increase the company's Net Promoter Score (NPS) to 70 by fostering compassionate and responsive service.
• Talent & Retention: Cultivate a high-engagement team culture to reduce attrition and participate actively in the nesting period support of new talent.
• Change Resilience: Lead the team through the adoption of omnichannel support tools, including updated dashboards/systems, chat, and AI agents, ensuring skill resiliency as service delivery methods evolve.
• Stakeholder Liaison: Manage client relationships through regular status updates and business reviews, resolving escalations to maintain trust and contract compliance.
• Collaborative Leadership & Cross-Functional Partnership: Operate effectively within a shared management structure, partnering closely with peer leaders to provide aligned leadership, consistent performance expectations, and seamless support for Tier 2 operations.

Skills

Leadership

Customer service

Team coaching

Performance management

SLA adherence

Education

Bachelor's degree

Tools

MSP/BlackKnight

Sagent

Valon

iAssist

LSAM

Job description

About Cotality

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

As a hybrid-remote Manager, Customer Care, you will direct a team of front-facing representatives dedicated to service excellence and client advocacy. You are responsible for overseeing the operational success of your team by ensuring adherence to established policies, meeting stringent Service Level Agreements (SLAs), and driving a culture of high engagement and performance.

Job Responsibilities

• Direct Supervision: Provide direct leadership to a team of approximately 15-18 Customer Care Tier 2 Associates and a Team Lead, focusing on coaching, professional development, and performance management.
• Operational Oversight: Monitor daily and weekly operations to ensure team members adhere to schedules, meet After-Call Work (ACW) targets, and maintain high utilization rates.
• Performance Accountability: Drive accountability for key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and quality scores based on the MAGIC customer service framework.
• Strategic Metric Support: Execute initiatives designed to increase the company's Net Promoter Score (NPS) to 70 by fostering compassionate and responsive service.
• Talent & Retention: Cultivate a high-engagement team culture to reduce attrition and participate actively in the nesting period support of new talent.
• Change Resilience: Lead the team through the adoption of omnichannel support tools, including updated dashboards/systems, chat, and AI agents, ensuring skill resiliency as service delivery methods evolve.
• Stakeholder Liaison: Manage client relationships through regular status updates and business reviews, resolving escalations to maintain trust and contract compliance.
• Collaborative Leadership & Cross-Functional Partnership: Operate effectively within a shared management structure, partnering closely with peer leaders to provide aligned leadership, consistent performance expectations, and seamless support for Tier 2 operations.

Job Qualifications

• Experience: Requires 5+ years of relevant work experience in a client-centric environment (e.g., real estate, mortgage, or escrow).
• Leadership: Typically requires 4+ years of leadership experience managing in a customer service environment. Prior contact center management experience is preferred.
• Education: Bachelor's degree or equivalent work experience that provides knowledge of fundamental theories, principles, and practices of management is required.
• Preferred: Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs or Lean Six Sigma methodologies is a plus.

Work Environment & Expectations

• Preferred: Demonstrated experience leveraging AI-powered tools into daily operations to improve efficiency, accelerate problem-solving, and increase team effectiveness.

Schedule

• Participation in a management rotation to cover evening shifts (up to 8 p.m. CST) as needed, particularly during the Q4 busy season.

Flexible Work Model

• This is a Hybrid role, with an expectation of being in the office 1-2 days per week and for "Moments that Matter" (MTM) events.

Annual Pay Range

77,700 - 85,000 USD

Application Window

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Highlights

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Equal Opportunity Employer

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

Drug-Free Workplace

Cotality maintains a Drug-Free Workplace.

Empowered Work Environment

We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

Celebrating Diversity

We are better together when we support and recognize our differences.