Manager, Customer Support

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As a Manager, Customer Support you will oversee the Operations Services team, to support the operations we provide for our company in the Post Decision. You will monitor and manage specific business operations support teams to ensure timely services that support our broader operations with the highest quality standards. You will oversee and monitor the experts appointed to your specific operations team. You will frequently collaborate with leaders from Operations, Quality, Process Improvement, and People & Culture departments. In addition, you will often interact with team members across Sales, Underwriting, Legal, and Account Servicing.

This position operates on a hybrid model, with a requirement of two days in office each week.

In this role you will:

• Capacity & Performance Management: Direct the production capacity and performance of service operations, ensuring high-throughput results without compromising our rigorous quality standards.

• Planning & Forecasting: Architect and execute comprehensive staffing plans and production goals to align with fluctuating business demands.

• Continuous Improvement: Proactively identify, design, and implement process efficiencies that drive measurable value and elevate overall organizational performance.

• High-Performance Advocacy: Cultivate a culture of excellence rooted in our core values, focusing on exceptional customer service, strict SLA adherence, and operational integrity.

• Mentorship & Coaching: Serve as a dedicated guide for team members, providing consistent coaching and professional development to build a robust leadership pipeline.

• Brand Ambassadorship: Model the company’s mission and values, ensuring that the team remains a collaborative, supportive, and results-driven environment where employees feel inspired to excel.

• Cross-Functional Collaboration: Manage and mature relationships across all organizational departments to ensure seamless operational alignment and integrated performance.

• Team Synergy: Foster a transparent and communicative environment that balances results with a supportive team dynamic.

Requirements:

(Even if you don’t check every box, but see yourself contributing, please apply.)

• Bilingual in English and Spanish.

• Bachelor’s degree.

• 2+ years of work experience managing service or operations-related groups.

• Advanced computer skills.

• Excellent written and verbal communication skills.

• Ability to run statistics, understand them, and link them with the planning and production goals.

Compensation:

Annual Targeted Salary: $85,000 - $98,000 USD

Annual Target Bonus: 12%

At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture.

Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role.

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your con