Manager, Global Customer Care

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career, and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do: 

The Manager, Global Customer Care is a strategic leadership role responsible for overseeing the performance and development of a Customer Experience team composed of 3-5 Supervisors and 15-25 Customer Experience agents. This role is crucial in ensuring that the department consistently meets or exceeds performance goals, service levels, and quality standards. This individual will manage daily operations, drive continuous improvement initiatives, and maintain strong customer relationships through proactive issue resolution and cross-department collaboration. In addition to handling escalations and complex customer issues, this position will focus on managing resources effectively, monitoring team performance, and implementing strategies to optimize service delivery. The Manager will oversee the alignment of people, processes, and systems to achieve departmental and organizational goals, while fostering a culture of engagement, accountability, and growth. Strong decision-making, problem-solving, and communication skills are essential for success in this dynamic, fast-paced environment.  

Responsibilities:

• Team Leadership & Management- Lead, mentor, and supervise a team to ensure high performance and quality customer service. Manage daily work production and flow, ensuring efficient service delivery and maintaining accurate performance records for weekly, monthly, and quarterly goals. Foster a supportive, goal-driven environment where the team is motivated, well-equipped, and aligned with organizational objectives.

• Performance Monitoring & Development- Independently analyze and evaluate team performance against service goals. Monitor key metrics including call volume, customer satisfaction, issue resolution, and process adherence. Provide ongoing feedback and one-on-one coaching to improve skills, enhance customer interactions, and ensure that team members meet performance standards. Lead action plans to drive continuous improvement and performance outcomes.

• Customer-Centric Focus- Lead by example in maintaining a customer-first mindset, focusing on positive, solution-driven outcomes in every customer interaction. Guide the team in de-escalating issues and ensuring professionalism and empathy. Ensure that the team consistently aligns with the organization's customer service goals, contributing to overall customer satisfaction and business success.

• Training & Process Improvement- Ensure team proficiency across multiple systems and applications, including CRM, communication platforms, and client-specific tools. Identify knowledge gaps, develop tailored training programs, and implement process improvements to enhance team efficiency. Encourage continuous learning and ownership of initiatives, promoting a culture of knowledge-sharing and innovation within the team.

• Quality Assurance & Compliance- Oversee quality assurance efforts, ensuring team interactions adhere to company policies, client specifications, and service standards. Conduct regular monitoring of both voice and non-voice interactions, providing actionable feedback on communication skills, technical troubleshooting, and documentation. Lead quality assessments and coaching sessions to ensure team and department goals are met.

• Communication & Collaboration- Ensure clear, professional, and effective communication both internally and externally. Circulate updates on policy changes, technical issues, and service improvements to keep the team well-informed and aligned with departmental objectives. Foster cross-department collaboration to achieve shared customer service goals.

• Escalation Management & Issue Resolution- Handle escalations and complex customer concerns from direct reports, offering guidance and utilizing available resources to improve team capabilities. Identify trends in issues or escalations, develop action plans to address root causes, and recommend process and procedural changes to the Customer Experience Senior Leadership Team to ensure ongoing improvement.

• Reporting & Continuous Feedback- Regularly track and report on team performance metrics, including customer satisfaction, response times, and issue resolution. Provide actionable feedback and guide the team in adapting strategies based on performance data. Write and deliver comprehensive performance reviews that accurately reflect team achievements and document all performance management actions as required.

• Team Morale & Engagement- Conduct regular team meetings to foster a positive work environment, address concerns, and facilitate open communication. Motivate the team by celebrating successes, offering recognition, and maintaining high engagement levels. Actively support team-building initiatives and create a space for innovative ideas to drive team performance and morale.

• Project Management & Deadline Adherence- Manage tight timelines to deliver results, ensuring smooth transitions between programs and free bandwidth for future projects. Prioritize tasks and manage team resources effectively to meet deadlines while maintaining high standards of service delivery. Actively participate in special projects and other duties as assigned to support organizational goals.

What You May Need to be Successful:

• Proven ability to lead, mentor, and develop teams, offering constructive feedback to improve individual and team performance, productivity, and morale. Capable of fostering a culture of growth, accountability, and continuous improvement.

• In-depth experience in managing complex customer interactions with a focus on empathetic, professional, and solution-driven issue resolution. Strong ability to influence outcomes and drive customer satisfaction across various touchpoints.

• Highly skilled in managing multiple systems and platforms, troubleshooting complex issues, and ensuring seamless customer support. Demonstrated proficiency in utilizing CRM systems, call center technologies, and diverse software applications to enhance operational efficiency.

• Exceptional written and verbal communication skills, with the ability to convey complex information clearly and concisely. Skilled at adapting messaging to diverse audiences and fostering effective cross-departmental communication to achieve organizational goals.

• Able to manage multiple priorities and perform under pressure in a fast-paced, dynamic environment. Proven success in balancing competing demands while maintaining high-quality standards and meeting key performance metrics.

• Ability to quickly establish rapport, express empathy, and project confidence, ensuring positive interactions and trust with customers, team members, and stakeholders.

• Strong collaborative skills, with the ability to work effectively with internal teams, cross-functional departments, and external partners to achieve common goals and drive results.

• Solid experience with Microsoft Windows Operating Systems, ISPs, and proficiency in CRM systems, Microsoft Office, and other call center technologies.

• Fluent in both written and spoken English and Spanish, providing the ability to support diverse customer needs and expand team communication capabilities.

• Skilled in analyzing team performance data, identifying trends, and implementing strategies to meet or exceed service level goals. Able to lead regular performance evaluations and deliver actionable feedback to optimize team outcomes.

• High proficiency in standard MS Office applications (Word, Excel, PowerPoint) and other relevant business tools to analyze data, generate reports, and drive process improvements.

Education & Experience:

• Bachelor’s degree or equivalent experience.

• Minimum 6 years of customer support or related experience, with at least 3 years in a lead or supervisor role preferred.

• Familiarity with Six Sigma principles and methodologies, with the ability to identify process improvements, enhance service delivery, and drive operational efficiency within the team is preferred.

• Preferred familiarity with productivity software, CRM systems and other call center technologies. Salesforce CRM experience is a plus.

Supervisory:

• Demonstrated success in managing and motivating teams and individuals in a call center environment, fostering a culture of accountability, collaboration, and continuous improvement.

•  Strong ability to view projects, decisions, and processes through a strategic lens, understanding their broader organizational and cross-departmental impacts to align with company objectives.

•  Extensive experience managing multiple call queues, optimizing resource allocation, and balancing competing priorities to consistently achieve desired service levels.

Working Environment:

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.

• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hardwired to a router (We provide equipment).

• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.

• This role routinely uses standard office equipment such as a computer, keyboard, and phone.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:    

• Ability to work remotely with occasional business travel.    
• Medical, Vision, Dental, and supplementary benefit plans 
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays   
•  Access to tech and growth opportunities, and leaders who want you to succeed! 

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary for this position is approximately $ 70,000 USD Annual Salary This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

We have great people here and are looking for more. Come join us!
 

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.