What are the responsibilities and job description for the Customer Support Manager - Innovative Home Loan Savings Program position at Megatel Homes?
Customer Support Manager – Innovative Home Loan Savings Program
Location: On‑Site (Uptown, Dallas, TX)
Employment Type: Full Time
Compensation: $70,000–$85,000 annually
Megatel Homes, one of the nation’s premier homebuilders, is expanding a new and innovative home loan savings initiative. We are seeking a Customer Support Manager to lead a growing customer service team dedicated to helping homebuyers navigate a modern digital platform designed to enhance their savings experience. This role blends leadership, customer experience, and emerging technology — ideal for a manager who thrives in a fast‑paced environment and enjoys building processes from the ground up.
The Customer Support Manager will oversee a small team, manage daily call center operations, and serve as the primary escalation point for complex inquiries related to account functionality, platform features, and program integration with home loans.
Key Responsibilities:
- Lead, coach, and develop Customer Support Specialists.
- Conduct performance reviews, coaching sessions, and ongoing training to strengthen product knowledge and service skills.
- Manage daily call center operations, workload distribution, and performance metrics.
- Serve as the primary escalation point for complex account or program‑related issues.
- Maintain strong knowledge of the platform to ensure accurate, clear communication with customers.
- Improve processes, documentation, scripts, and service standards as the team grows.
- Collaborate with product, IT, compliance, and lending teams on updates and training needs.
- Provide insights to internal teams based on customer trends, recurring issues, and opportunities for improvement.
- Partner with MCI Mortgage and New Home Sales Consultants to resolve customer questions or concerns.
- Oversee CRM usage, reporting, and quality assurance.
Qualifications:
Required
- 3–5 years of customer service or call center experience.
- 1–2 years of supervisory or team‑lead experience.
- Strong communication, leadership, and problem‑solving abilities.
- Ability to explain technical or complex concepts in simple, customer‑friendly terms.
- Experience with CRM or call center software.
Preferred
- Bachelor’s degree in business administration, finance, or a related field.
- Experience in banking, mortgage, loan servicing, fintech, or digital financial products.
- Comfort working with modern digital platforms or financial technology tools.
What We Offer
- Competitive salary ($70K–$85K)
- Medical, dental, vision, and 401(k)
- Paid Time Off and holidays
- Comprehensive training on our proprietary home loan savings program
- Growth opportunities as the call center expands
- A collaborative, innovative work environment
Megatel Homes is transforming homebuilding with innovative, master planned Lagoon communities that bring resort style living into everyday life. Since 2006, we’ve focused on thoughtful design and forward-thinking ideas that go beyond traditional neighborhoods. Our immersive Lagoon amenities create places where people truly live, gather, and unwind. Driven by a collaborative, people first culture, we support each other and encourage individual growth. If you’re looking for a purposeful career with a company shaping the future of homebuilding, Megatel Homes is the place to start.
Salary : $70,000 - $85,000