Supervisor, Customer Service, V1

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

Benefits offered by this job

Healthcare

401(k) match

Employee discounts

Education reimbursement

Referral bonuses

Community giving

Job summary

Carrington Mortgage Services is seeking an experienced Customer Service Supervisor to lead a Phoenix-based contact centre, overseeing issue resolution, escalations, and operational efficiency. The role focuses on delivering outstanding homeowner support and driving performance across the customer lifecycle.

The position emphasizes coaching, mentorship, data-driven improvements, and collaboration with senior leadership to enhance product and service experiences.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience in mortgage servicing, financial services, or fintech with strong support operations.
• 3–5 years in consumer-facing operations, preferably customer support or contact centres.
• 2–3 years of experience managing a team of 5+ with coaching and development.
• Proficiency with Google Workspace and CRM platforms like Zendesk or Salesforce.
• Experience with workforce management and scheduling support.

Responsibilities

• Resolve client issues in real time with empathetic support.
• Triage escalations and complaints to drive swift resolutions.
• Drive process improvements and operational efficiencies across support activities.
• Coach and develop team members to build a best-in-class operation.
• Synthesize client feedback and inform product/service improvements.
• Test and optimize contact centre tools to boost productivity.
• Collaborate with cross-functional teams across the customer lifecycle.
• May supervise associates handling complex loans (e.g., HELOCs).
• Monitor tickets to meet SLAs and ensure timely feedback to supervisors.
• Mentor associates and emerging leaders with best practices.

Skills

Leadership

Customer service

Analytical skills

Team coaching

Cross-functional collaboration

Scheduling forecasting

Education

Bachelor's degree or equivalent

High school diploma or GED

Tools

Google Workspace

Zendesk

Salesforce

Workforce management tools

Job description

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 centre 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 centre 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 centre operation.
• Elevate the voice of the customer by synthesising client feedback and partnering with senior leadership to inform product improvements and service enhancements.
• Test, implement, and optimise contact centre 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 specialised 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 centre 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 centres, 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 programmes 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 programmes 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 organisations and programmes 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.

About Us

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.