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Megatel Homes · 22 hours ago

Customer Support Manager – Digital Asset Home Loan Program

Dallas, TX

Full-time

Onsite

Mid Level

$70K/yr - $85K/yr

3+ years exp

Megatel Homes is one of the nation’s premier homebuilders, expanding its innovative MegPrime digital assets home loan savings program. They are seeking a Customer Support Manager to lead a small customer service team focused on supporting homebuyers using a cryptocurrency‑based savings product, blending leadership, customer experience, and emerging technology.

Real Estate

Hiring Manager

Carlos R.

Responsibilities

Lead, coach, and develop Customer Support Specialists

Conduct regular performance reviews, coaching sessions, and ongoing training to build product expertise and customer service skills

Manage daily call center operations, workload, and performance metrics

Serve as the primary escalation point for complex digital asset, account, or compliance issues

Maintain strong knowledge of the MegPrime platform and ensure accurate, clear customer communication

Improve processes, documentation, scripts, and service standards as the team grows

Collaborate with product, IT, compliance, and lending teams on updates and training

Provide feedback to internal teams based on customer trends, recurring issues, and opportunities for improvement

Work closely with MCI Mortgage and New Home Sales Consultants to resolve customer questions or issues

Oversee CRM usage, reporting, and quality assurance

Qualification

Customer service experienceSupervisory experienceCRM softwareCryptocurrency fundamentalsTechnical explanationLeadership skillsProblem-solving skillsCommunication skills