Servicing Manager

What you will do

• Lead the day-to-day operations of the Servicing team, managing workload distribution, queue prioritization, and SLA adherence across pre-delinquent and at-risk accounts.
• Coach, develop, and performance-manage a team of Servicing Associates, building a culture of accountability, customer empathy, and sound risk judgment.
• Serve as the escalation point for high-exposure, complex, or sensitive accounts, making sound decisions on payment accommodations, account adjustments, early termination negotiations, and retention strategies.
• Partner with the Head of Servicing & Collections to define treatment strategies, risk thresholds, and escalation criteria for pre-delinquent accounts across SaaS contracts, EOR, and card and lending products.
• Work cross-functionally with Account Management, Sales, Credit & Underwriting, Finance, Compliance, and Collections to develop tailored customer solutions that reduce churn and minimize loss exposure.
• Monitor and report on team performance, tracking metrics such as cure rates, retention rates, churn prevention, and financial exposure mitigated, surfacing trends and recommending adjustments.
• Identify process gaps and build the operational infrastructure — playbooks, escalation paths, account controls, and tooling workflows — that the team will run on as it scales.
• Contribute to hiring, onboarding, and training as the team grows, establishing the standards and practices new Associates will build on.

What you will need

• 5+ years of experience in servicing, loss mitigation, collections, or risk management, with at least 2 years in a people management or team lead capacity.
• Experience working across multiple product types — ideally including SaaS subscription billing, credit or lending products, and/or payroll or EOR.
• A strong understanding of pre-delinquency risk indicators and loss mitigation strategies, including payment accommodations, hardship programs, and account restructuring.
• Demonstrated ability to balance customer retention goals with financial risk discipline — you understand that keeping the wrong customer is as costly as losing the right one.
• A hands-on, ownership-oriented mindset — this is an early role on a growing team and requires someone willing to build, not just manage.
• Strong coaching instincts and a track record of holding teams accountable while developing individual contributors.
• Comfort operating in ambiguous, fast-moving environments where processes are still being defined; ability to bring structure without waiting for it to be handed to you.