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Support Manager, Customer Care Online Communications & Coaching Line

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Individual will be responsible for the overall performance and management of multiple Online Chat agents, supervisors and their teams within the customer care call center.


Essential Job Functions:


  • Identify opportunities based on agent inquiries & partner with training department to enhance agent knowledge
  • Build reporting to capture communication content in an effort to reduce Agent inquiries
  • Analyze reporting to manage online chat productivity against daily/weekly/monthly objectives
  • Monitor feedback provided to agents via chat to ensure appropriate information is communicated
  • Monitor chat activity and take the appropriate actions to improve SLA’s and effective rates
  • Monitor inbound call queues and chats inclusive of the coaching line to ensure appropriate staffing levels exist and communicate with command center when staffing increase or reduction is warranted
  • Manage timecards as well as payroll for participating staff as needed
  • Manage agent titles, group upskilling and systems as required
  • Assist in the management of the mortgage servicing customer care call center including customer service, collections and loss mitigation.
  • Promote a positive workplace supportive of company goals and objectives.
  • Build and maintain a high performing team committed to delivering world class customer care and achieving organizational goals.
  • Assist in recruiting and training of qualified individuals to support the customer care call center.
  • Set goals, drive results, manage reviews and properly reward/addresses performance.
  • Familiar with federal, state, and local regulations
  • Ability to quickly identify issues and resolve problems.
  • Handle escalated calls as needed to resolve customer concerns and to ensure quality of service meets company standards in providing reliable customer support
  • Participate in various calling queues as needed to assist in the achievement of various investor SLA’s
  • Assist with various tasks as assigned by management


Other Related Duties:


  • Performs other related duties as assigned.


Supervisory Responsibilities:


Manages Online Chat and coaching line staff while carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.