Virtual Outsourced Customer Service Jobs (NOW HIRING)

Customer Service Manager

Customer-First │ Operationally Excellent │ AI-Empowered

Location

On-Site │ Charlotte, NC (HQ)

Experience Required

7+ Years in Banking / CX Operations

People Manager

Yes (Insourced & Outsourced Teams)

Reports To

COO / Chief Experience Officer

Classification

Full-Time, Exempt

Department

Customer Experience

About the Role

DingoBlu is looking for a seasoned and forward-thinking Customer Service Manager to build and lead our customer experience function from the ground up. This is a high-impact, highly visible role at the intersection of operations, technology, and customer trust. You will design the infrastructure of how we serve our customers — from standing up our contact center operations and managing a blended team of insourced and outsourced agents, to implementing AI-powered self-service tools that empower customers to resolve issues on their own terms.

This role demands both the operational rigor of an experienced contact center leader and the strategic mindset of someone who sees customer service not as a cost center, but as a competitive differentiator. You understand banking — the regulatory environment, the customer pain points, the stakes of getting it wrong — and you bring a track record of transforming reactive support operations into proactive, insight-driven customer experiences. If you are energized by building something that genuinely helps people and have the expertise to do it right, this role was made for you.

Please Note: ACN is an affiliate Talent Acquisition Partner for DingoBlu

What You’ll Own

Customer Service Operations Build-Out

• Design and implementDingoBlu’send-to-end customer service operating model, including channel strategy (phone, chat, email, in-app), staffing models, and escalation paths.
• Stand up and manage a blended workforce of insourced agents and outsourced BPO partners,establishingclear SLAs, performance expectations, and governance frameworks for each.
• Lead vendor selection, contracting, and ongoing performance management for all outsourced customer service relationships.
• Build andmaintainworkforce management processes including forecasting, scheduling, real-time queue management, and capacity planning.
• Establish and enforce operational policies and procedures aligned with banking compliance requirements, including Reg E, CFPB guidelines, and data privacy standards.

Training Program Development

• Design and own a comprehensive agent training curriculum covering product knowledge, banking regulations, customer communication skills, dispute resolution, and toolproficiency.
• Build onboarding programs for new insourced and outsourced agents that get them to full productivity quickly and consistently.
• Develop andmaintainongoing training programs to keep agents current on product updates, regulatory changes, and new tools or workflows.
• Select and implement a Learning Management System (LMS) to deliver, track, and measure training effectiveness across all agent populations.
• Partner with Product, Compliance, and Operations to ensure training content isaccurate, up-to-date, and reflects real customer scenarios.

Quality Assurance Program

• Build a robust QA framework including call/chatmonitoringstandards, scoring rubrics, calibration sessions, and agent feedback loops.
• Establish QA scoring cadences across insourced and outsourced teams, ensuring consistent application of standards regardless of where the work is performed.
• Use QA findings to identify coaching opportunities, systemic gaps in training, or process failures that drive repeat contacts.
• Implement speech and textanalytics toolsto scale QA coverage and surface insights that manual monitoring alone cannot provide.
• ReportQA trends to leadership with clear recommendations for continuous improvement.

AI Tools & Customer Self-Service

• Champion the adoption and optimization of AI-powered customer service tools, including chatbots, virtual assistants, IVR/voice AI, and agentassistplatforms.
• Partner with Product and Technology teams to build and iterate on a self-service portal and in-apphelpexperience that deflects common contacts without sacrificing customer satisfaction.
• Define and track self-service deflection rates, automation success rates, and containment metrics — continuously improving the digital experience to reduce the need for live agent interactions.
• Evaluate and recommend AI and automation vendors, staying current on innovations in conversational AI, generative AI support tools, and intelligent routing.
• Ensure AI-powered tools are compliant with applicable banking regulations andmaintaincustomer trust through transparency and accuracy.

Reporting, Analytics & Contact Driver Insights

• Own the customer service reporting suite, covering all standard contact center KPIs: AHT (Average Handle Time), FCR (First Contact Resolution), CSAT, NPS, abandon rate, SLA adherence, occupancy, and agentutilization.
• Build andmaintaina contact driver reporting program thatidentifiesthe root causes behind why customers are contacting us — categorizing, trending, and escalating systemic issues to Product, Operations, and Technology.
• Develop a closed-loop feedback mechanism that ensures customer pain points surfaced through supportchannelsare reviewed and actioned by theappropriate businessowners.
• Deliver regular reporting packages to leadership with both operational health metrics and strategic insights on customer experience quality.
• Use data to make the case for investments in automation, staffing, tooling, or process improvement — and hold the operation accountable to outcomes.

Banking Compliance & Risk Management

• Ensure all customer service operations adhere to applicable banking regulations, including CFPB guidelines, Regulation E (error resolution), BSA/AML awareness requirements, and data privacy obligations.
• Partnerwith Legal, Compliance, and Risk teams to ensure agent scripts, escalation procedures, and dispute handling workflows areaudit-ready.
• Maintain documentation and recordkeeping practices required for regulatory exams and internal audits.
• Train agents on their regulatory obligations andestablishcontrols to catch and escalate compliance-sensitive contacts.

What We’re Looking For

Required

• 7+ years of customer service or contact center leadership experience, with at least 3 years in a banking or financial services environment.
• Demonstrated experience building or significantly rebuilding a customer service operation, including vendor management of outsourced BPO partners.
• Deep knowledge of contact center operations: workforce management, queue management, SLA design, and blended staffing models.
• Proventrack recorddesigning and implementing training programs and QA frameworks that measurably improve agent performance.
• Hands-on experience with AI and automation tools in a customer service context — chatbots, virtual assistants, agent assist, IVR/voice AI, or self-service portals.
• Strong analytical skills with experience building contact driver reporting and using data to drive operational and product decisions.
• Solid understanding of banking regulations relevant to customer service: Reg E, CFPB, BSA/AML, data privacy.
• Excellent leadership andpeoplemanagement skills, with the ability to motivate and develop teams across multiple work environments (insourced, outsourced, remote).
• Exceptional communication skills — able to translate operational data into clear narratives for executive leadership.
• Self-starter who is comfortable with ambiguity, takes ownership, and drives results without waiting to be directed.

Preferred

• Experience at a digital bank, neobank, or fintech company in a customer service leadership role.
• Familiarity withCCaaSplatforms such as Genesys, Five9, NICECXone, or Amazon Connect.
• Experience with CRM and support platforms such as Salesforce Service Cloud or Zendesk.
• Knowledge of speech and text analytics tools (e.g.,CallMiner, Verint, Observe.AI).
• Experience implementing or managing generative AI-powered customer support tools.
• Background in building customer communities, help centers, or knowledge base platforms.
• Bachelor’s or advanced degree in Business, Communications, Operations, ora relatedfield.

Domain Expertise We Value

Domain

Relevant Skills & Tools

CS Operations

Workforce Management, Queue Management, Scheduling, SLA Oversight, Vendor Management

Training & QA

Curriculum Design, Call Calibration, QA Scorecards, LMS Platforms, Coaching Frameworks

AI & Automation

Chatbots, IVR / Voice AI, Agent Assist Tools, Self-Service Portals, Deflection Analytics

Banking Domain

Retail Banking, Payments, Cards, Disputes, Reg E, BSA/AML Awareness, CFPB Guidelines

Analytics & Reporting

AHT, CSAT, FCR, NPS, Abandon Rate, Root Cause Analysis, Contact Driver Reporting

Technology

CRM (Salesforce, Zendesk), CCaaS Platforms (Five9, Genesys, NICE), Knowledge Management

Education

• Bachelor’s degree in Business, Operations, Communications, ora relatedfield.
• Advanced degree or relevant certifications (e.g., CCXP, Six Sigma, COPC) are a plus.

Work Environment

This is a full-time, on-site position based at DingoBlu’s headquarters in Charlotte, NC. Standard hours are Monday through Friday, 8:00 AM to 5:00 PM. The nature of managing a customer-facing operation means occasional evening or weekend availability may be required during high-volume periods, system incidents, or BPO performance reviews. Some travel may be required for vendor site visits, industry conferences, and team off-sites.

Why Join DingoBlu

• A rare opportunity to build a world-class customer experience function from scratch — with the authority, resources, and executive support to do it right.
• Direct partnership with the executive team and meaningful influence over the product roadmap through the customer insights you surface.
• A culture that views customer service as a strategic asset, not a cost to be minimized.
• The opportunity to be at the forefront of AI-powered customer experience in the fintech and digital banking space.
• A collaborative, high-performance environment where your impact is visible, your ideas are heard, and your work genuinely matters to real customers.

Equal Opportunity Employer

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.