Supervisor, Customer Service, V1

Carrington; Phoenix (AZ); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match (50% of the

Educational reimbursement

Training programs for career growth

Employee referral bonuses

Carrington Charitable Foundation

Discount portal for wellness, dining,{

Job summary

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a high-performing contact center and redefine the homeowner experience. You’ll oversee real-time issue resolution, escalations, and operational efficiency while coaching a team of support professionals.

The role requires a motivated leader with mortgage servicing, financial services, or fintech experience and a strong analytical mindset to drive client outcomes.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Mortgage servicing, financial services, or fintech experience.
• Strong analytical skills to interpret data and improve performance.
• 3–5 years in a consumer-facing operations environment.
• 2–3 years managing a team of 5+ with coaching ability.
• Proficiency with Google Workspace and modern web-based applications.
• CRM experience with Zendesk or Salesforce.
• Experience with workforce management tools.
• High school diploma or GED required.

Responsibilities

• Resolve client issues in real time with timely, accurate, and empathetic support.
• Triage and manage escalations and complaints, driving swift resolutions.
• Identify opportunities to improve processes and drive efficiencies.
• Coach, mentor, and develop team members to build a best-in-class operation.
• Elevate the voice of the customer to inform product and service improvements.
• Test, implement, and optimize contact center tools and platforms.
• Collaborate cross-functionally across the customer lifecycle.
• May manage a team handling loans requiring specialized handling (e.g., HELOCs).
• Oversee ticket management to meet SLAs and communicate feedback tasks.
• Provide performance coaching and develop talent to improve results.
• Take on additional responsibilities to support team success.

Skills

Leadership & coaching

Analytical skills

Mortgage servicing knowledge

Education

Bachelor’s degree or equivalent professional experience

High school diploma or GED

Tools

Zendesk

Salesforce

Google Workspace

Workforce management tools

Job description

Come join our amazing team and work in our Phoenix office!

We’re looking for an experienced Customer Service Supervisor who is excited to help build an industry-leading contact center and redefine the homeowner experience. In this role, you’ll lead a team on the front lines of client support, driving exceptional service while overseeing key contact center operations such as customer issue resolution, debt collections, and real-time problem-solving. The ideal candidate is a passionate and motivating leader who thrives in a fast-paced environment, empowers their team to deliver outstanding client outcomes, and is energized by the opportunity to shape the future of mortgage servicing. The approved target pay range for this position is $55,000 to $60,000.

WHAT YOU’LL DO:

• Resolve client issues in real time, ensuring homeowners receive timely, accurate, and empathetic support.

• Triage and manage customer escalations and complaints, driving swift resolutions while maintaining a high standard of client experience.

• Identify opportunities to improve processes and drive operational efficiencies across all customer support activities.

• Coach, mentor, and develop team members through consistent feedback, training, and performance guidance to build a best-in‑class contact center operation.

• Elevate the voice of the customer by synthesizing client feedback and partnering with senior leadership to inform product improvements and service enhancements.

• Test, implement, and optimize contact center tools and platforms to improve team productivity and the overall client experience.

• Collaborate cross‑functionally with teams across the customer lifecycle to solve problems, improve processes, and support company‑wide initiatives.

• May manage a team of associates responsible for servicing loans that require specialized handling, including HELOCs and other complex loan products.

• May oversee ticket management processes to ensure all tickets are completed within established SLAs and that agent feedback tasks are assigned and communicated to direct supervisors in a timely manner.

• May serve as a performance coach and mentor to associates and emerging leaders by sharing best practices, developing talent, and driving consistent team performance and operational results.

• Take on additional responsibilities as needed, contributing wherever necessary to support the success of the team and organization.

WHAT YOU’LL NEED:

• Bachelor’s degree or equivalent professional experience.

• Experience in mortgage servicing, financial services, or fintech, with a strong understanding of customer support or contact center operations.

• Strong analytical skills, with the ability to interpret data, identify trends, and use insights to improve team performance and the client experience.

• 3–5 years of experience in a consumer-facing operations environment, preferably within customer support, contact centers, or service operations.

• 2–3 years of experience managing or assisting in managing a team of 5 or more, with a demonstrated ability to coach, motivate, and develop team members.

• Proficiency with Google Workspace (Docs, Sheets, Slides) and other modern web-based applications.

• Familiarity with CRM platforms such as Zendesk, Salesforce, or similar customer support tools.

• Experience working with workforce management tools or collaborating closely with workforce management teams to support scheduling, forecasting, and operational efficiency.

• Minimum education requirement: High school diploma or GED equivalent required

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more, visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation and the organizations and programs it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

Carrington Mortgage Services is a fully integrated mortgage company with mortgage lending and servicing operations and an affiliated real estate brokerage. We are part of Carrington Holding Company, LLC , which owns and operates multiple businesses that cover virtually every aspect of single family residential real estate transactions.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.