iBusiness Funding · 1 month ago
Customer Service Manager (Bilingual English/Spanish)
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $130K/yr
5+ years expiBusiness Funding is a software and lender service provider specializing in small business lending. The Customer Service Manager leads a team in delivering exceptional service to borrowers, overseeing communications, managing escalations, and driving operational excellence.
FinanceFinancial ServicesLending
Responsibilities
Lead and develop the Customer Service and Lead Generation team to ensure consistent, high-quality borrower experience through effective communication, and problem-solving
Oversee borrower communications by drafting, reviewing, and optimizing borrower-facing messages to ensure accuracy, clarity, and tone consistency across all channels
Own KPIs including, but not limited to, FCR, FRT, AHT, and CSAT
Handle borrower escalations, providing timely and professional resolutions while coaching the team on best practices for de-escalation and service recovery
Monitor and analyze team performance metrics, identifying trends and areas for improvement to enhance customer satisfaction and operational efficiency
Train, coach, and mentor team members, ensuring they understand products, policies, and communication standards
Maintain and update the training library to ensure all resources, scripts, and borrower communication templates reflect the latest processes and policies
Collaborate with cross-functional teams (Operations, Legal, Compliance, and Marketing) to improve borrower experience and ensure smooth handoffs between departments
Identify process gaps and implement improvements to streamline workflows, reduce borrower pain points, and enhance team productivity
Develop communication strategies for proactive borrower engagement, retention, and education on programs, deadlines, and updates
Serve as the voice of the customer, providing feedback and insights to leadership to inform process improvements and strategic initiatives
Assist in policy development and procedural documentation, ensuring consistency and compliance across all borrower-facing interactions
Qualification
Required
5+ years of experience managing a support team
Must be able to quickly pivot with new changes
Build morale among teams due to virtual environment
Flexible, dependable, self-starter, and capable of quickly learning new products and technologies
Excellent leadership skills to develop and motivate others; must demonstrate experience leading and developing team members
Excellent planning and organizational skills
Ability to take a data driven approach to process creation and iteration of existing processes
Moderate to advanced level Excel knowledge required
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary guidance
Preferred
Bilingual (Spanish) preferred
Experience in financial services sector preferred
Benefits
Medical, dental, and vision coverage
401(k) with company match
Paid time off
Company
iBusiness Funding
iBusiness Funding provides lending, small business capital, loan package marketplace, underwritings and loan processing services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Alicia Vinas
Executive Assistant To Chief Executive Officer
Recent News
2025-09-29
Company data provided by crunchbase