Client Engagement Supervisor

About the Company

Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time.

About the role

We are looking for an experienced and driven borrower support leader to help build and shape a brand-new, industry-leading contact center from the ground up. As one of the first leadership hires at our new second location in Jacksonville, Florida, you will play a critical role in establishing the foundation for how we serve our borrowers. In this role as Client Engagement Supervisor, you'll oversee core contact center functions—including real-time issue resolution and team leadership, while helping define the culture, processes, and performance standards for a rapidly growing, tech-driven startup. The ideal candidate is a hands-on, motivational leader who thrives in fast-paced environments and is passionate about building exceptional customer experiences from day one.

Responsibilities

• Solve customer issues in real-time
• Triage and response to customer escalations and complaints
• Drive process efficiencies and improvement across all customer support activities
• Provide coaching and feedback to team members to develop a best-in-class operation
• Help inform product development and enhancements by synthesizing and delivering customer feedback to senior leadership
• Help test and manage various contact center tools and platforms
• Work cross-functionally with peers across various stages of the customer lifecycle, wearing “multiple hats”
• Other duties as assigned 

Ideal Background

• Bachelor's degree or equivalent experience 
• Experience with a mortgage servicing or financial technology company
• Analytics proficiency

Minimal Qualifications

• 3-5 years of experience in a consumer-facing operations environment
• Managed (or assisted in managing) a team of 5 or more
• Proficient with Google Office and other web-based applications
• Familiarity with Zendesk, Salesforce, or other common CRM tools
• Experience directly with workforce tools or partnering with workforce management teams
• 1+ years of leadership experience

What we can offer

• Compensation: Competitive salary and a 401(k) plan—with a 4% annual match!
• Hours: No weekends or late nights required!
• Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays!
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits, and an EAP for additional support!
• Food & meals: In-office snacks and drinks (and Bagel Fridays)!
• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)