Supervisor, Customer Service, V1

Carrington Mortgage Services, LLC

Phoenix (AZ)

On-site

USD 55,000 - 60,000

Full time

3 days ago

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Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a front-line team in a fast-paced mortgage servicing contact center. You will oversee issue resolution, escalations, and real-time problem-solving while driving operational excellence and customer satisfaction.

The role requires 3–5 years in consumer-facing operations and 2–3 years of team leadership, plus proficiency with Google Workspace and CRM tools.

Qualifications

Bachelor’s degree or equivalent professional experience.
Experience in mortgage servicing, financial services, or fintech.
Strong analytical skills, with the ability to interpret data and improve performance.
3–5 years of experience in a consumer-facing operations environment.
2–3 years of experience managing a team of 5+ people.
Proficiency with Google Workspace and other web-based applications.
Familiarity with CRM platforms such as Zendesk, Salesforce, or similar.
Experience working with workforce management teams for scheduling and forecasting.
Minimum education: High school diploma or GED.

Responsibilities

Resolve client issues in real time with empathetic support.
Triage and manage escalations, driving swift resolutions.
Identify opportunities to improve processes and drive efficiency.
Coach and develop team members through feedback and training.
Elevate the voice of the customer to inform product and service improvements.
Test and optimize contact center tools to boost productivity.
Collaborate cross-functionally across the customer lifecycle.
May manage associates servicing loans requiring specialized handling (HELOCs).
Oversee ticket management to meet SLAs and communicate feedback to supervisors.
Serve as a performance coach to associates and emerging leaders.
Take on additional responsibilities to support team success.

Skills

Customer service leadership

People management

Analytical skills

Cross-functional collaboration

Communication

Education

Bachelor's degree or equivalent

High school diploma or GED

Tools

Google Workspace

Zendesk

Salesforce

WFM tools

Job description

Come join our amazing teamand 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 Servicesis 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.

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.

Job Info