United States onlySnapdocs is a rapidly growing company disrupting the residential mortgage market. The Operations Supervisor assists in overseeing and directing the weekly and monthly activities of the Support team, focusing on people management and team leadership.
Requirements
- Bachelor’s degree preferred
- At least 2-4 years of relevant work experience in a customer facing role
- A minimum of 2 years of direct people management experience is required
- Strong understanding of traditional customer service KPIs: NPS, CSAT, FCR, handle time, phone call abandonment rate, SLA etc.
- Experience with any CRMs or technology tools (Hubspot, Salesforce Service Cloud, Zendesk, Dialpad, Jira, etc)
- Strong interpersonal skills, able to motivate & influence others
- Strong time management and organizational skills
- Natural passion for creating exceptional customer experiences
- Strong communicator, able to communicate clearly across geographic locations and time zones
- Active listening, skilled at making others feel heard
Benefits
- Excellent medical, dental, and vision coverage
- 401(k) with up to 4% company match
- 16 weeks of paid parental leave
- Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles
- Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
- Summer & Winter Break (~1-week each) + 9 Holidays per year
- Healthcare and Dependent Care FSA
- HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
- Family Building Benefit (lifetime limit)
- Life and Disability Insurance
- Annual Lifestyle Stipend to support your well-being
