DocMagic · 20 hours ago
Customer Service Manager
Torrance, CA, US
Full-time
Onsite
Senior Level
5+ years expDocMagic is the leading provider of digital solutions for the eMortgage industry, known for its innovative technology solutions since 1987. The Customer Service Manager will lead and manage the customer service team, ensuring high standards of service while handling escalated issues and fostering a collaborative environment.
AdviceComplianceDeliveryDocument ManagementFinancial ExchangesFinTechInformation TechnologyLegalSoftware
Responsibilities
Manage and lead the team with daily operational issues and workload management. Ensure consistent service standards across channels (phone, email, chat)
Serve as the primary point of contact for team members with questions or escalated issues, fostering a supportive environment
Provide coaching, mentoring, and performance management to team members, including regular feedback, one-on-one meetings, and performance reviews
Serve as the primary escalation point for high-level or sensitive customer interactions, modeling best practices for the team
Oversee onboarding and training new team members, ensuring readiness to support both internal and external clients. Set performance goals and conduct regular evaluations
Ensure adherence to established processes, procedures, and standards
Monitor team performance and customer service metrics to identify trends and areas for improvement
Collaborate with internal teams to communicate customer needs, feedback, and service improvement opportunities. Support company-wide customer-centric initiatives
Maintain coverage and continuity of service operations as needed
Identify trends, risks, and opportunities for improvement
Manage daily service operations and service-level agreements (SLAs)
Ensure compliance with company policies, legal requirements, and data protection standards
Qualification
Required
5+ years of customer service experience, including prior people management or supervisory experience
Proven experience managing and developing a customer service team
Strong computer skills and experience communicating professionally via phone and email
Preferred
Bachelors degree or equivalent experience preferred
Mortgage industry experience and knowledge preferred
Benefits
Comprehensive health coverage
Paid time off
Company-paid holidays
401K with company matching
On-site wellness classes
Snacks
Monthly food trucks
Company
DocMagic
Digital solutions designed to advance the mortgage process at every stage.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Dominic Iannitti
President and CEO
Gavin T. Ales
Chief Compliance Officer
Recent News
2025-11-21
HousingWire.com
2025-11-05
2025-09-13
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