Customer Service Lead jobs in United States
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SolomonEdwards · 15 hours ago

Customer Service Lead

positionSt Louis, MO
timeContract
remoteOnsite
seniorityMid, Senior Level
money$40/hr - $40/hr

SolomonEdwards is seeking a Customer Experience Leader with one of the top mortgage lenders in the country. This role oversees a team of Customer Experience Specialists, focusing on queue management, coaching, and process improvement to drive service quality and operational efficiency.

AccountingConsultingProfessional Services
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Growth Opportunities
Hiring Manager
Kaitlyn Catalani
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Responsibilities

Lead and coach a call center team focused on best-in-class customer experience. You will be managing up to ~8 employees at a time
Own queue performance, scheduling adherence, and pipeline management
Analyze customer feedback and operational data to drive CX improvements
Partner cross-functionally to implement process and technology enhancements
Onsite role with strong long-term growth and stability

Qualification

Call center managementCustomer experience improvementPerformance metrics analysisProcess optimizationCross-functional collaborationCoachingQueue managementMortgage regulations knowledge

Required

Call center management experience within mortgage or financial services
Experience in coaching and managing a team of Customer Experience Specialists
Strong focus on queue management, performance metrics (NPS/CSAT), and process improvement
Ability to analyze customer feedback and operational data to drive CX improvements
Experience in cross-functional collaboration to implement process and technology enhancements
Compliance with mortgage regulations

Benefits

Medical, dental, and vision insurance (BCBS Medical, Delta Dental, EyeMed Vision)
Flexible Spending Account (FSA) and Health Savings Account (HSA)
Life insurance and short- and long-term disability coverage
Employee Assistance Program (EAP)
Paid time off including 11 holidays, 2–3 weeks of PTO, bereavement leave, voting time, jury duty, medical leave, and paid parental leave
Tuition reimbursement

Company

SolomonEdwards

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SolomonEdwards is a business consulting firm that offers financial, operational, and technology consulting services and operations support.
dateFounded in 1999
location
Wayne, Pennsylvania, USA
people-size1001-5000 employees
web-link
http://www.solomonedwards.com/

Funding

Current Stage
Late Stage
Total Funding
$3.2M
2005-01-20Series Unknown· $3.2M

Leadership Team

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John Gulnac
Chief Executive Officer
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Recent News

Pulse 2.0
SolomonEdwards: Michelle Chen Added As Managing Partner To Expand National Search Practice
2025-12-03
Business Wire
SolomonEdwards Expands National Search Practice, Appoints Michelle Chen Managing Partner
2025-12-02
Research and Markets
Financial Accounting Advisory Services Market Forecast Report to 2034: A $129.58 Billion Market by 2029
2025-09-02
Company data provided by crunchbase