Client Engagement Supervisor

Back to jobs New Client Engagement Supervisor Jacksonville, Florida, United States Apply 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)   Throughout the interview process, please remember that emails will only be from valon.com emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.   Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Submit application