Customer Advocacy Supervisor

Company Overview

Selene Holdings is a multi-line business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007, Selene strives to provide amazing client and borrower experiences.

The Supervisor of Customer Advocacy leads a frontline team responsible for resolving customer concerns, managing escalations, and turning feedback into meaningful improvements. This role focuses on driving strong team performance, analyzing the root causes of customer complaints, and partnering cross‑functionally to reduce recurring issues and improve the overall customer experience.

• Lead, coach, and develop a team of Customer Advocates to deliver empathetic, high-quality customer support.
• Monitor individual and team performance (e.g., quality scores, resolution time, customer sentiment) and provide regular feedback.
• Conduct one‑on‑one coaching, performance reviews, and development planning.
• Oversee the investigation and resolution of escalated or complex customer complaints.
• Support staff in real time during difficult customer situations, including call guidance, de‑escalation coaching, and directly handling escalated customer calls as second voice.
• Identify trends and recurring issues by analyzing complaint data, customer feedback, and operational metrics.
• Perform root cause analysis to uncover systemic drivers of customer dissatisfaction.
• Take and resolve escalated complaints through various channels.
• Ensure policies and procedures reflect current practices, regulatory requirements (if applicable), and customer experience standards.
• Assist with new hire training and on‑the‑floor support as questions arise from staff.
• Assist with the creation of an operations structure capable of executing the strategy, including data management, reporting, and refining functional and technical processes.
• Provide recommendations for procedural changes and improvements as they pertain to the department.

• High school diploma or GED required;
  Bachelor’s degree in a business‑related field preferred.
• Excellent attention to detail.
• Ability to multi‑task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer‑service orientation.
• Ability to use good judgment.

• Paid Time Off (PTO)
• Medical, Dental & Vision coverage
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company‑paid Life Insurance
• Matching 401(k) Plan

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The job requirements listed above are representative of the knowledge, skills, and abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments.

Selene reserves the right to amend and change responsibilities to meet business and organizational needs.