Customer Service Manager - Alleviate

We are seeking a compassionate and experienced Customer Service Manager to join our team. The ideal candidate will lead with empathy, prioritizing the needs and concerns of both customers and team members. Your ability to build strong, trusting relationships will enhance our customer experience and drive team success. If you are passionate about customer service and thrive in a collaborative setting, we would love to hear from you!

At Alleviate, we are on a mission to transform lives by providing effective debt relief solutions. Our team is dedicated to helping individuals and families regain control of their financial future. We are seeking caring & empathetic individuals to join our dynamic team and make a real difference in people's lives.

ABOUT THE COMPANY: Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 400 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth. We are currently investing heavily in marketing and technology to actualize our vision of becoming the next-generation financial services Company, taking people from debt to WEALTH. 

HIRE DATE: November or December of 2024

JOB TITLE: Client Success Manager

OUR HOME: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state-of-the-art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped workstations, and a free fitness center. We offer catered lunches, in-office games, teambuilding activities, paid parking, quarterly parties & events, volunteer events, and much more! 

OUR CULTURE: WHY DO OUR EMPLOYEES LOVE WORKING HERE?

• Opportunities for internal growth and career advancement
• Work alongside a passionate group of people who are committed to improving the lives of others
• Company swag - who doesn't love it?
• An incredible location to call your "second home". Our headquarters has multiple restaurants, free fitness center, wellness rooms, and in-office amenities to support you throughout your workday
• Consistent employee recognition and appreciation  
• Company-sponsored events and volunteer opportunities

COMPENSATION:

• $75,000 - $85,000 annually 

WHAT MAKES US THE BEST?

• Energetic, supportive, and collaborative working environment 

• Continuous employee development, coaching, and training 

• Work-life balance 

WHAT YOU'LL DO: 

• Responsible for overseeing Client Success Supervisors and subsequent Associates 

• Coaches Client Success Associates to achieve goals and set expectations  

• Monitors daily and monthly performance of individual associates, Supervisors, and the overall department 

• Monitor the phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision  

• Assist in managing the Client Success Call Center including staffing, scheduling, coaching, and performance management.

• Reinforces policies and procedures 

• Meeting daily, weekly, and monthly deliverables  

• Interview and make hiring decisions of new Client Success employees 

• Provide support and coaching to new hires following the training period on topics such as product knowledge, scripting, templates, policies and procedures, etc.  

• Help in the generating and maintenance of EOD/EOM reports and various reporting expectations as assigned  

• Performance management of Client Success Associates which includes attendance, productivity, conduct, and any other criteria pertinent to job function  

• Resolves client challenges as necessary; directly addresses escalated client concerns, complaints, and complex issues that cannot be resolved by front line employees or Supervisors 

• Communicates all company and job-related information and changes to department staff members   

• Keeps the Senior Manager of Client Success apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs 

• Promotes an environment of collaboration, both internally and externally, which may involve coordinating efforts to resolve client issues, sharing client feedback, and providing solutions to improve client satisfaction 

• Works with and develops Client Success Supervisors on day-to-day deliverables and company initiatives  

• Oversight of client files, ensuring files are handled with attention to detail by members of Client Success in an effort to enhance the client experience 

• Collaborate with internal and external Leadership to reinforce SOP's   

• Cultivates a supportive culture; offers guidance and support to improve the employee experience thereby enhancing the client experience  

• Provides recognition for employees’ productivity and performance in an effort to boost employee and department morale 

• Aids in handling disciplinary actions and provides timelines and resources for performance improvement 

• Work with the Retention & Escalations department to assist them with all escalated needs, as needed  

• Continuously seek and implement new initiatives that will help the department improve and become as efficient as possible 

WHAT MAKES YOU A GOOD FIT:

• Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment 

• Strong understanding of call center and customer service metrics 

• Cloud phone system & CRM experience 

• Problem Solving Skills 

• Time Management and Multitasking 

• Ability to coach, train, and motivate employees and evaluate their performance 

• Must work well in a dynamic, fast-paced work environment, and good at dealing with constant change 

• Health, dental, and vision benefits available after 30 days of employment 
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment! 
• The opportunity to work alongside an incredible group of people who are all driven to help others

Job Type: Full-time 

Schedule: 8-hour shift, Monday to Friday 

Location: Irvine, CA - 5 days per week in office 

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check. 

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