Customer Service Manager

About the Role We are seeking an experienced and customer-focused Customer Service Manager to lead our support team. In this role, you will be responsible for overseeing daily customer service operations, developing team performance, and ensuring an exceptional customer experience across all touchpoints. Key Responsibilities Act as a player-coach : actively participate in day-to-day customer service operations (handling tickets, calls, or chats) while leading and developing the team — leading by example, not just from the sidelines Lead, coach, and develop a team of customer service representatives to meet performance and quality standards Monitor key metrics (CSAT, NPS, response time, resolution time, escalation rate) and drive continuous improvement Manage adherence to customer service policies, procedures, and best practices Handle, track, and report on customer complaints and inquiries with professionalism and urgency Manage back-office support processes, including ACH banking operations, demonstrating exceptional attention to detail Conduct regular team meetings, one-on-ones, and performance reviews Recruit, hire, and train new customer service and/or banking staff; drive continuous training and recertifications. Cross-departmental collaboration and relationship-building to resolve recurring customer issues and align priorities Analyze customer feedback and service data to identify trends and improvement opportunities Manage staffing schedules to ensure adequate coverage during peak periods Prepare and present regular reports on team performance to senior leadership Stay current on industry trends and customer service technology/tools Required Qualifications Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience) 6+ years of experience in customer service, with at least 2 years in a supervisory or management role Proven track record of managing and motivating a customer-facing team Strong knowledge of customer service software, CRM systems, and help desk tools Excellent verbal and written communication skills Strong problem-solving and conflict-resolution abilities Strong analytical and critical-thinking skills, with the ability to apply logic and deductive reasoning to diagnose root causes and resolve complex or ambiguous issues Demonstrated ability to analyze data and translate insights into action Experience setting and managing KPIs/SLAs Work onsite in New York Office Preferred Qualifications Experience with tools such as Zendesk, Salesforce, or similar platforms Experience leading remote or hybrid teams Six Sigma, ITIL, or other process-improvement certification Key Skills Leadership and team development Emotional intelligence and empathy Strategic thinking and decision-making Time management and multitasking Adaptability under pressure Data-driven decision-making About Fora Financial Fora Financial is a technology enabled, leading provider of flexible financing to small and medium sized businesses. Since our inception in 2008, we have supported more than 55,000 merchants nationwide with over $4 billion of capital used for a variety of purposes, from funding everyday operating expenses to managing cash flow gaps to facilitating business expansion, and much more. Leveraging our proprietary technology, Fora Financial is able to deliver capital to our customers via a streamlined and simple process that can be completed in as little as 24 hours, compared with the weeks or even months it often takes for a business to receive a bank loan. Over the past seventeen years, Fora Financial has grown from two founders in a small Manhattan workspace to a company of nearly 200 employees. Fora Financial prides itself on being a partner-centric organization, offering a customized funding approach, collaborating with our small-business customers to understand their needs in a dynamic and ever-changing economic environment. We offer a competitive salary, growth potential, and a casua…