Account Recovery Team Manager

About the role

A product support leadership role guiding the team that helps legitimate customers securely regain access to accounts and domains while blocking unauthorized access and takeovers.

What you will do

• Lead, coach and develop the recovery team through hiring, onboarding, performance management and career growth
• Oversee daily operations including staffing, workload, queue health, case aging and service levels
• Partner with security, legal, fraud, compliance and support leaders on escalations and process improvements

What they look for

• An exceptional communicator able to guide customers, peers and partners through complex situations by phone, email and chat
• A customer first leader who prioritizes outstanding experiences and positive outcomes
• A collaborative team player who values diverse views and welcomes feedback
• Urgency and accountability with a passion for resolving concerns quickly and with empathy
• Strong analytical and detail skills for reviewing interactions, account history and resources
• Responsiveness and open communication through chat, email and other channels

Benefits

• Work-life balance