Manager, Customer Care – Tax Escalations

Cotality

. Directly supervise approximately 15–18 Customer Care Tier 2 Associates and a Team Lead .

Posted 10/1/2026full-timeUnited StatesMid-LevelSenior💰 $77,700 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer care teams, focusing on performance metrics such as First Call Resolution and Average Handle Time. Proficient in utilizing omnichannel support tools and fostering a positive team culture while ensuring client satisfaction and compliance.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipPerformance CoachingOmnichannel Support ToolsClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

First Call ResolutionAverage Handle TimeLean Six SigmaAI-Powered ToolsContact Center Management

Soft Skills

Team DevelopmentConflict ResolutionEngagement Cultivation

Tools & Technologies

MSP/BlackKnightSagentValonIAssistLSAMs

Industry Keywords

Client-Centric EnvironmentCustomer CareEscalation ManagementAttrition ReductionNet Promoter Score

About the role

Key responsibilities & impact

Directly supervise approximately 15–18 Customer Care Tier 2 Associates and a Team Lead
Coach, develop, and manage team performance
Monitor daily and weekly operations, schedules, After-Call Work targets, and utilization rates
Drive accountability for First Call Resolution, Average Handle Time, and quality scores
Execute initiatives to increase Net Promoter Score to 70
Cultivate an engaged team culture, reduce attrition, and support new talent during nesting
Lead adoption of omnichannel support tools, dashboards, systems, chat, and AI agents
Manage client relationships through regular status updates and business reviews
Resolve escalations to maintain trust and contract compliance
Partner with peer leaders within a shared management structure to support Tier 2 operations

Requirements

What you’ll need

5+ years of relevant work experience in a client-centric environment, such as real estate, mortgage, or escrow
4+ years of leadership experience managing in a customer service environment
Bachelor’s degree or equivalent work experience providing knowledge of fundamental theories, principles, and practices of management
Prior contact center management experience preferred
Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs is a plus
Familiarity with Lean Six Sigma methodologies is a plus
Demonstrated experience leveraging AI-powered tools into daily operations preferred
Ability to participate in management rotation covering evening shifts up to 8 p.m. CST as needed, particularly during Q4 busy season
Ability to work in the office 1–2 days per week and attend “Moments that Matter” events

Benefits

Comp & perks

Flexible working model
Generous PTO
11 paid holidays
Well-being and volunteer time off
Up to 16 weeks of fully paid parental leave
Baby stipend
Multiple medical plan options
Mental health and wellness support offerings
401(k) with company match and vesting after one year
$400 annual well-being stipend
Tuition assistance up to $5,250
Recognition Rewards
Referral bonuses
Exclusive discounts
Professional growth opportunities
Competitive salary and benefits package