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• Gilbert, AZ
• Staples / Motley, MN
• Fargo, ND
• Sioux Falls, SD

We are seeking a Customer Care Center Manager (In-Office) to lead and develop a high-performing team responsible for delivering exceptional service to our customers.

This role is critical to maintaining a strong, engaged team culture while ensuring consistent, high-quality customer interactions. The team you’ll lead has benefited from strong, hands-on leadership focused on coaching, development, and hiring the right people and we’re looking for someone who can continue building that foundation.

If you’re a leader who takes pride in developing others, improving processes, and creating a team people want to be part of, this is an opportunity to make a meaningful impact.

THIS IS AN IN-OFFICE POSITION. THIS IS NOT REMOTE OR HYBRID.

Key Responsibilities:

• Lead, coach, and develop the Customer Care team through regular 1:1s, performance feedback, and ongoing support.
• Build a strong team by actively participating in hiring, onboarding, and training the right talent.
• Foster a culture focused on accountability, engagement, and continuous development.
• Oversee daily operations, including scheduling, workflow management, and quality assurance (call/chat monitoring).
• Handle and resolve escalated customer interactions, ensuring a positive outcome and protecting the customer relationship.
• Analyze reporting and key metrics to identify trends, improve performance, and inform strategy.
• Identify and implement improvements to processes, systems, and training to enhance efficiency and customer experience.
• Maintain strong working relationships across departments to support a seamless customer experience.
• Stay current on contact center technology, tools, and industry best practices.
• Manage third-party vendor relationships related to the customer care function.

Qualifications:

• Bachelor’s degree; 5+ years of experience leading a call center, customer care team, or similar support team or equivalent combination of education and experience.
• Proven ability to lead, develop, and retain employees, with a focus on coaching and team engagement.
• Experience with hiring and building effective teams.
• Strong communication and interpersonal skills.
• Ability to use data and reporting to drive decisions and improve performance.
• Experience working with CRM systems; Salesforce experience preferred.
• This position is required to work in office in either our Fargo ND, Sioux Falls SD, Staples MN, or Gilbert AZ locations.
• If based in Sioux Falls, this role requires regular travel to FIBT locations, including monthly travel to Fargo and periodic travel to Staples and Gilbert, as needed.

First International Bank and Trust is a family-owned full-service Community Bank with locations in ND, MN, SD, and AZ.

We show our employees we care by providing competitive benefits and training and growth opportunities. Here are the things we offer within our full-time benefits package:

• Health, Dental & Vision
• 401K Retirement Plan with Employer Match
• Paid Parental Leave
• Life and Disability Insurance
• Generous PTO and Holiday pay

If you are interested in learning more, you can apply or if you have questions before applying you can reach out directly at TalentAcquisition@FIBT.com.

Equal Opportunity Employer