Job Description

Who you are:

  • A confident and supportive people leader with experience managing customer support or back office operations teams
  • Highly organized with strong problem-solving and time management skills
  • Accountable, adaptable, and able to lead by example
  • Detail-oriented with a strong focus on accuracy and compliance
  • Able to quickly learn and coach others on Greenlight’s products, services, and policies

    • What you will be doing:

  • Manage, coach, and support a team of Customer Support Back Office Specialists
  • Conduct regular 1:1s, performance reviews, and ongoing feedback sessions
  • Identify training needs and ensure team members are fully ramped on processes, tools, and policies
  • Oversee daily back office operations, including ticket queues, account reviews, identity verification, and documentation checks
  • Review escalated, complex, or fraud-related cases and ensure appropriate resolution
  • Ensures operational clarity by regularly communicating goals, performance insights, and guidance that close knowledge gaps and maintain strong accountability.
  • Monitor adherence to assigned shifts, breaks, and work segments; partner with WFM to address gaps and maintain intraday performance.
  • Ensure all agents complete required training and stay current on product launches, process changes, and policy updates.
  • Track and report on team performance metrics such as response time, resolution rate, accuracy, and quality scores
  • Perform quality assurance reviews and provide actionable feedback
  • Partner with leadership to address performance gaps and recognize top performers
  • Identify trends, risks, and inefficiencies in workflows and propose process improvements
  • Partner with Frontline and Back Office Managers to ensure consistent customer servicing standards and collaborate on cross-functional problem-solving
  • Provide insights and feedback to improve internal tools, policies, and customer experience
  • Maintain accurate documentation and reporting within internal systems

    • What you should bring:

  • High School Diploma or equivalent
  • Strong verbal and written English
  • 8+ years of relevant customer support experience
  • Ability to work independently and stay focused during repetitive tasks
  • Exceptional customer service, active listening, and problem-solving skills 
  • Ability to multi-task across systems and maintain composure under pressure
  • Proficiency with software, ideally CRM software, and strong typing skills
  • Experience in customer service and financial services is preferred

    • Shift:

  • Wednesday - Sunday 6:30 pm - 3:30 am IST local time
  • This position will require overnights and weekends. The schedule may vary depending on business needs. 
  • Greenlight is telecommuter-friendly and does not require an in-office presence throughout the week.

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