Customer Support Manager

Summary

Join MoCaFi as a Manager, Customer Support, leading high-level customer escalations and vendor management. You will resolve complex customer complaints, manage vendor issues, and ensure accurate reporting. This role acts as a key liaison between internal teams and external vendors, driving process improvements. The position is remote with a hybrid option in NYC, offering a salary range of $93,500-$140,000. Over time, you will manage a team. MoCaFi is a fintech committed to financial inclusion, offering an empowering and inclusive workplace.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field
• 5+ years of experience working with Contact Center resources with significant experience in complaint resolution and vendor management, preferably in a financial services or banking environment
• 2+ years of people management experience
• Proven experience in handling high-level customer escalations
• Strong understanding of financial services regulations and compliance requirements
• Excellent communication, interpersonal, and problem-solving skills
• Experience with contact center operations and vendor management
• Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents
• Ability to travel domestically up to 10% annually

Responsibilities

• Oversee vendor (Senture/Ubiquity) complaint handling processes and performance
• Act as the primary point of contact for vendor escalations related to complaints
• Facilitate calibration sessions and feedback with Contact Center leadership
• Manage and resolve high-level customer escalations, including those from regulatory bodies (BBB), legal representatives, and media outlets
• Proactively address customer concerns to maintain satisfaction and loyalty
• Ensure data integrity between client service systems and vendor platforms
• Prepare to hire, train, and manage a team of customer service specialists in 2025
• Provide coaching and development to direct reports and work closely with vendors to ensure consistent performance
• Ensure accurate and timely complaint reporting
• Develop and maintain a comprehensive knowledge base of policies and procedures to support complaint resolution and training
• Collaborate with the Client Services team to create and continually improve training materials for the support team
• Produce reports and presentations to share performance trends
• Oversee post-payment activities
• Collaborate with other departments to ensure seamless customer service delivery
• Ensure compliance with all relevant financial services regulations, including those related to complaint handling

Benefits

• An empowering workplace that values initiative and critical thinking
• Work on achieving our financial inclusion mission
• A supportive and inclusive culture: recognizes contributions and celebrates wins
• A welcoming environment that appreciates your bringing your entire self to work
• Time to rest and recharge -- flexible time off policy as long as you can get your job done and make arrangements with your manager to cover you if needed