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 casual yet professional hybrid work environment. Located in the heart of midtown Manhattan, you can enjoy lunch downstairs listening to the summer band series or around the corner in Bryant Park. After work, you can hop on a Citi Bike to ride to the Hudson River Park, take a stroll to a show on Broadway or attend an event at Madison Square Garden. Our office sets the stage for our employees’ success and well-being. We provide all the tools and support needed to maximize your career potential, in addition to perks and extras like daily breakfasts, endless snacks, catered lunches, a chill lounge/games area and more. While we work very hard, we do not take ourselves too seriously. We enjoy a family-like camaraderie that fosters a passion for success in each Fora Financial Team member.

The Benefits of Working for Fora Financial:

Opportunity for Advancement

Medical, Dental, Vision Coverage

401k Plan with Company Match

Gym Reimbursement for Employees on Medical Plans

Life Insurance at No Cost to Employees

Generous Time Off Plan

Flexible Spending and Commuter Benefits

Fora Financial is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, veteran status, or any other legally protected status under local, state, or federal law. Fora Financial provides reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodations due to a disability during the application process, please contact fora.recruiting@forafinancial.com.