Oversee day-to-day operations and performance of the Client Support team.
Set expectations and ensure team members meet goals.
Own annual functional goals and strategic planning for Client Support.
Establish quarterly planning cadence to track progress and adjust priorities.
Lead workforce planning including capacity, staffing, scheduling, and hiring forecasts.
Use data trends to guide decisions on volume, backlog, SLA, and CSAT.

🎯 Requirements

5+ years in technical support and/or customer service.
Strong interpersonal, written, and verbal communication.
Experience supervising staff and mentoring.
Highly organized, self-motivated, detail-oriented.
Familiarity with mortgage lending practices and compliance (preferred).
Certifications such as HDI, ITIL, ServiceNow, Salesforce (plus).

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