Account Recovery Team Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Newfold Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2021

💼 Consulting

📣 Marketing

📦 Logistics

💰 Venture Round on 2021-01

Consulting • Marketing • Logistics

Newfold Digital is a leading web presence solutions provider serving millions of small-to-medium businesses globally. Through its portfolio of brands, including Bluehost, CrazyDomains, HostGator, Network Solutions, Register. com, Web. com, and many others, Newfold Digital helps customers of all sizes build a digital presence that delivers results and adds value to businesses. With extensive product offerings such as domains, website builders, hosting, security, online marketing, professional website design, and SEO services, along with personalized support, Newfold Digital collaborates with its customers to meet their online presence needs.

📋 Description

• Lead and develop the Account Recovery team • Manage hiring, onboarding, performance management, and career growth • Set expectations for productivity, quality, security judgment, and customer communication • Provide one-on-one coaching and feedback using case reviews and performance data • Build a culture of accuracy, accountability, and customer empathy • Ensure identity verification, ownership validation, and account recovery procedures are followed securely • Oversee staffing, workload distribution, queue health, case aging, and service levels • Monitor operational KPIs including volume, resolution time, backlog, productivity, quality, and customer satisfaction • Report team performance, risks, and trends to senior leadership and the business • Use customer feedback and case outcomes to improve the recovery experience • Identify process gaps, security risks, recurring customer issues, and operational improvement opportunities • Partner with Security, Legal, Fraud, Compliance, and Customer Support leadership on escalations and process improvements

🎯 Requirements

• Exceptional communication skills via phone, email, and chat • Customer-first leadership approach • Collaborative teamwork and openness to feedback • Urgency, accountability, and empathy in resolving customer concerns • Highly analytical and detail-oriented • Ability to review customer interactions, account history, and available resources thoroughly • Ability to maintain open communication through chat, email, and collaboration channels • Ability to uphold professionalism, ownership, and operational excellence • Ability to lead account recovery, identity verification, ownership validation, and account security operations

🏖️ Benefits

• Work-life balance • Diversity and inclusion culture • Belonging programs and learning and development opportunities • 20+ affinity groups for networking and connection • Health Insurance options • HSA • Medical insurance • Dental insurance • Vision insurance • Matching 401K • Life/AD&D/STD/LTD insurance • Tuition Reimbursement • Pet Insurance • Generous vacation policy • Mentoring and career growth opportunities