Customer Service Manager

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.

• →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

• 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

• Experience with tools such as Zendesk, Salesforce, or similar platforms
• Experience leading remote or hybrid teams
• Six Sigma, ITIL, or other process-improvement certification

• Leadership and team development
• Emotional intelligence and empathy
• Strategic thinking and decision-making
• Time management and multitasking
• Adaptability under pressure
• Data-driven decision-making

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.