Manager, Client Support

As the Manager, Client Support, your primary role is to lead, coach, and supervise a team of customer support professionals to ensure the continuous improvement of efficiency and delivery of the support experience to ICE Mortgage clients. Your responsibilities include managing business processes for exceptional performance, setting consistent service delivery key performance indicators, creating a cooperative environment for the Technical Support team, recruiting high-potential team members, enhancing workflow and productivity, developing tactical proposals, implementing procedures and training tools, and providing leadership and training for all associates. Key Responsibilities: - Manage business processes for exceptional performance. - Set and monitor consistent service delivery key performance indicators. - Create a cooperative environment for the Technical Support team. - Recruit team members with high potential in service delivery. - Enhance departmental workflow, productivity, and agent experience. - Develop tactical proposals to support company initiatives. - Implement procedures and training tools for troubleshooting and customer service skills. - Provide leadership, coaching, and training for all associates. - Administer staff effectively to balance individual, team, and organizational goals. Qualifications Required: - Minimum 5 years of experience in customer-facing technical support or equivalent roles. - Technical Savvy with a willingness to learn diverse technologies and strong working knowledge of operational best practices. - Ability to make sound decisions, drive results, manage complexity, and communicate effectively. - Excellent planning, organizational, and time management skills. - Ability to drive engagement, take action, focus on customer needs, collaborate effectively, and demonstrate a strategic mindset. - Bachelor's degree in Business Administration or Computer Science preferred. Additional Company Information (if available): - The company values resilience, thought leadership, managing ambiguity, nimble learning, and adherence to company policies and procedures. - Preferred knowledge includes resilience, thought leadership, managing ambiguity, nimble learning, and adherence to company policies and procedures. - Full knowledge of client support, technical support, or equivalent operational functions is desired.,