Customer Service Manager

Customer Service Manager

Who is DocMagic

DocMagic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award-winning proprietary software, mobile apps, and web-based solutions. Recent awards include HousingWire naming DocMagic a 2025 Tech100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving HousingWire Tech Trendsetter and Vanguard awards.

Why Work at DocMagic

At DocMagic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company-paid holidays and a 401K with company matching. We also offer on-site wellness classes, snacks and monthly food trucks. But it is not all about work; we believe in building connections, from team-building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work. 

Position Summary

The Customer Service Manager is responsible for leading and managing the customer service team. Reporting to the Client Services Manager, this position is responsible for overseeing the day-day customer service operations while ensuring high standards of customer service are consistently met. Acting as a key point of contact for inquiries and escalated issues, the Customer Service Manager fosters a collaborative environment, facilitates the training of new staff, and manages complex customer interactions.

Essential Functions 

• Manage and lead the team with daily operational issues and workload management. Ensure consistent service standards across channels (phone, email, chat)


• Serve as the primary point of contact for team members with questions or escalated issues, fostering a supportive environment.


• Provide coaching, mentoring, and performance management to team members, including regular feedback, one-on-one meetings, and performance reviews.


• Serve as the primary escalation point for high-level or sensitive customer interactions, modeling best practices for the team.


• Oversee onboarding and training new team members, ensuring readiness to support both internal and external clients. Set performance goals and conduct regular evaluations.


• Ensure adherence to established processes, procedures, and standards.


• Monitor team performance and customer service metrics to identify trends and areas for improvement.


• Collaborate with internal teams to communicate customer needs, feedback, and service improvement opportunities. Support company-wide customer-centric initiatives


• Maintain coverage and continuity of service operations as needed.


• Identify trends, risks, and opportunities for improvement


• Manage daily service operations and service-level agreements (SLAs)


• Ensure compliance with company policies, legal requirements, and data protection standards

Required Qualifications

• Bachelor’s degree or equivalent experience preferred.


• 5+ years of customer service experience, including prior people management or supervisory experience.


• Proven experience managing and developing a customer service team.


• Strong computer skills and experience communicating professionally via phone and email.


• Mortgage industry experience and knowledge preferred.

 Other Skills 

• Strong leadership, interpersonal and communication skills.


• Ability to manage and motivate a team in a fast-paced environment.


• Drive a culture of accountability, quality, and customer focus


• Excellent problem-solving skills with a customer-focused mindset.


• Strong organizational skills and attention to detail


• Ability to work collaboratively across teams and departments.


• Active listening and empathy


• Critical thinking and quick decision-making


• Ability to manage high-pressure situations


• Multitasking and prioritization

Other duties

In addition to performing the essential functions of the job, this position may require other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.