Marcus by Goldman Sachs, Complaints Team Leader, Analyst | Draper, UT

Goldman Sachs; Richardson (TX); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Goldman Sachs is seeking a Complaints Team Leader to guide a 15-18 member team in delivering high-quality customer support. The role emphasizes coaching, performance management, and process improvements within a hybrid Richardson, TX / Draper, UT setting.

You will supervise daily operations, conduct regular coaching, and collaborate with QA to maintain service levels while driving customer satisfaction and regulatory compliance. This position offers growth within a global, diverse organization.

Qualifications

• Bachelor's degree or equivalent military experience.
• Minimum of 3 years in supervisory experience.
• Strong understanding of customer service processes and improvements.
• Self-directed, detail oriented, and able to work independently in a fast-paced team environment.

Responsibilities

• Lead a team of 15-18 Complaints Specialists.
• Monitor performance and provide coaching and feedback.
• Set schedules and participate in hiring decisions.
• Conduct regular one-on-ones and staff meetings.
• Escalate complex customer issues and drive resolutions.
• Identify process improvements and manage resource utilization.

Skills

Team leadership

Coaching

Customer service

Education

Bachelor's degree

Equivalent military exp.

Job description

Marcus by Goldman Sachs, Complaints Team Leader, Analyst | Draper, UT

and 1 more

Job Description

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

About the role

As a Complaints Team Leader, you will lead and develop a team of 15-18 Complaints Specialists, ensuring customer complaints are resolved fairly, efficiently, and in line with company and regulatory standards. You will drive team performance through coaching, feedback, and ongoing development, while acting as an escalation point for complex customer issues. Additionally, you will monitor service levels, identify process improvement opportunities, and foster a high-performing, customer-focused team culture.

Job Summary:

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
• Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
• Establish schedules for team members
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Provide hands‑on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time

Basic Qualifications:

• High School degree, Bachelor's degree or equivalent military experience
• Minimum of 3 years in supervisory experience
• Strong understanding of customer service experience and process improvements
• Must be self‑directed, detail oriented, driven and able to work independently in a team‑oriented and fast paced environment and have a positive attitude

Preferred Qualifications:

Job Shift

Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Location

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers .

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

Job Info

• Job Identification 182221
• Job Category Call Center Representative
• Posting Date 08/21/2026, 10:59 PM
• Locations Richardson, TX, United States Draper, UT, United States

Healthcare & Medical Services

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state‑of‑the‑art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on‑site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre‑approved amount).

We offer on‑site child care centers that provide full‑time and emergency back‑up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class‑leading benefits our firm has to offer.

Learn More