Manager, Customer Support

Why you'll LOVE Sagent:

You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!

By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.

Sagent powers servicers and consumers. You power Sagent!

About the Opportunity:

We are seeking a Manager, Customer Support to lead a high-performing team focused on delivering outstanding service to our clients. In this role, you will oversee daily support operations, coach team members, and ensure prompt resolution of client issues, all while driving a culture of customer-centricity and operational excellence. You will partner cross-functionally to improve processes and ensure the support function aligns with our product capabilities and client expectations.

Your day-to-day at Sagent:

Team Leadership & Coaching:

• Monitor daily support activities to ensure timely, accurate and empathetic responses to client inquiries.
• Provide regular coaching and feedback to team members, supporting their growth and ensuring alignment with departmental goals.

Support Operations Oversight:

• Manage and optimize day-to-day operations of the support team, ensuring SLAs, KPIs, and quality standards are consistently met.
• Handle complex or high-priority client issues and act as a point of escalation for sensitive customer concerns.
• Ensure case tracking, documentation, and communication are handled professionally and in accordance with company standards.

Customer Experience & Continuous Improvement:

• Analyze support trends and customer feedback to identify areas for product or process improvements.
• Partner with Product, Engineering, and other teams to resolve recurring issues and advocate for the customer experience.
• Implement tools, workflows, and best practices that enhance the efficiency and effectiveness of the support function.

Reporting & Performance Management:

• Track and report on support team metrics including response times, resolution rates, customer satisfaction scores, and ticket volume trends.
• Provide visibility to leadership on customer pain points and operational performance.
• Contribute to strategic planning by identifying resource needs and capacity planning for the support organization.

Subject Matter Expertise:

• Serve as a subject matter expert for products and services, leveraging comprehensive knowledge to assist customers effectively.
• Demonstrate in-depth understanding of the mortgage servicing and financial technology industry.

Requirements:

We would love to hear from you if you have:

• Bachelor’s degree in information technology, business, computer science, or a related field and 10+ years of experience. Experience will be considered in lieu of degree.
• Proven experience in senior-level or manager level roles in Customer Support or related functions.
• Ability to lead cross functional teams in day-to-day and strategic work.
• Experience supporting enterprise clients or B2B customers, ideally within the mortgage industry, and preferably mortgage servicing.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with customers, senior management, and line-level staff.
• Proficiency with support platforms (e.g., Salesforce Service Cloud, ServiceNow) and ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to operate as a subject matter expert for products and services.
• Proactive mindset, solution focused, and customer centric.

Perks!

As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including:

• Remote/Hybrid workplace options
• Health Benefits
• Unlimited Flexible Time Off
• Family Planning Services
• Tuition Reimbursement
• Paid Family Leave
• 401(k) Matching
• Pet Insurance
• In-