Frederick Fox

Customer Service Manager – Equipment Finance Industry: Commercial Equipment Finance &amp; Specialty LendingLocation: Denver, CO The OpportunityOur client is an established, high-growth commercial equipment finance and leasing provider dedicated to supporting vendors, manufacturers, and end-user businesses nationwide. Known for a strong portfolio, reliable execution, and a relationship-first model, they are scaling their operations and investing heavily in their customer journey. On their behalf, we are conducting a confidential search for a Customer Service Manager – Equipment Finance. Reporting directly to operational executive leadership, this leader will guide a dedicated customer support team, refine servicing processes across the lease and loan lifecycle, and elevate the customer experience across all client and vendor touchpoints. Key Responsibilities<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Lead &amp; Mentor: Lead, coach, and develop the customer service team to deliver exceptional client experiences. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Operational Oversight: Oversee all customer interactions, ensuring timely, professional, and accurate responses. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Escalations: Serve as the primary escalation point for complex or high-priority customer issues. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Interdepartmental Synergy: Collaborate with Operations, Collections, Title/Records, and Risk teams to resolve client concerns efficiently. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Metrics &amp; Reporting: Monitor customer service metrics, such as customer satisfaction (CSAT), response times, and retention rates, implementing improvements as needed. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Process Architecture: Develop and maintain customer service policies and best practices tailored to equipment finance operations. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Voice of the Customer: Identify trends in customer feedback and recommend process or product improvements to leadership. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Governance: Ensure team compliance with company policies, regulatory requirements, and industry best practices. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Systems Administration: Maintain accurate records in CRM systems or loan/lease management platforms. </li>
</ul> Qualifications &amp; Candidate Profile<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Bachelor’s degree in Business, Finance, or a related field (or equivalent practical experience). </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">5+ years of experience in customer service or client relations, preferably within equipment finance, commercial leasing, or banking. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">2+ years in a supervisory or management capacity with a track record of coaching and developing team members. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong knowledge of equipment finance processes, lease/loan lifecycles, and customer-facing operations. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Superior interpersonal communication, conflict resolution, and relationship management capabilities. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Proficiency in CRM systems, loan/lease management platforms, and Microsoft Office Suite. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong organizational skills and the agility to manage multiple competing priorities in a fast-paced environment. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Exposure to collections, title/records workflows, and risk management is strongly preferred. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Background in financial regulations affecting equipment finance or executing customer experience initiatives within a regulated environment is a plus. </li>
</ul> Why This Role?<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
High-Impact Mandate: Direct ownership over client retention, vendor satisfaction, and operational standard operating procedures in a key business line. </li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Culture of Excellence: A collaborative, values-driven environment that balances growth with operational discipline.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Competitive Package: Attractive base salary, annual incentive bonus, comprehensive health coverage, 401(k) matching, and generous paid time off.</li>
</ul><h1 style="line-height:1.2;margin:0px;"> </h1>

Customer Service Manager – Equipment Finance

Industry: Commercial Equipment Finance & Specialty Lending

Location: Denver, CO

The Opportunity

Our client is an established, high-growth commercial equipment
finance and leasing provider dedicated to supporting vendors,
manufacturers, and end-user businesses nationwide. Known for a
strong portfolio, reliable execution, and a relationship-first
model, they are scaling their operations and investing heavily in
their customer journey.

On their behalf, we are conducting a confidential search for a
Customer Service Manager – Equipment Finance. Reporting directly
to operational executive leadership, this leader will guide a
dedicated customer support team, refine servicing processes
across the lease and loan lifecycle, and elevate the customer
experience across all client and vendor touchpoints.

Key Responsibilities

* Lead & Mentor: Lead, coach, and develop the customer service
team to deliver exceptional client experiences.
* Operational Oversight: Oversee all customer interactions,
ensuring timely, professional, and accurate responses.
* Escalations: Serve as the primary escalation point for complex
or high-priority customer issues.
* Interdepartmental Synergy: Collaborate with Operations,
Collections, Title/Records, and Risk teams to resolve client
concerns efficiently.
* Metrics & Reporting: Monitor customer service metrics, such as
customer satisfaction (CSAT), response times, and retention
rates, implementing improvements as needed.
* Process Architecture: Develop and maintain customer service
policies and best practices tailored to equipment finance
operations.
* Voice of the Customer: Identify trends in customer feedback and
recommend process or product improvements to leadership.
* Governance: Ensure team compliance with company policies,
regulatory requirements, and industry best practices.
* Systems Administration: Maintain accurate records in CRM
systems or loan/lease management platforms.

Qualifications & Candidate Profile

* Bachelor’s degree in Business, Finance, or a related field (or
equivalent practical experience).
* 5+ years of experience in customer service or client relations,
preferably within equipment finance, commercial leasing, or
banking.
* 2+ years in a supervisory or management capacity with a track
record of coaching and developing team members.
* Strong knowledge of equipment finance processes, lease/loan
lifecycles, and customer-facing operations.
* Superior interpersonal communication, conflict resolution, and
relationship management capabilities.
* Proficiency in CRM systems, loan/lease management platforms,
and Microsoft Office Suite.
* Strong organizational skills and the agility to manage multiple
competing priorities in a fast-paced environment.
* Exposure to collections, title/records workflows, and risk
management is strongly preferred.
* Background in financial regulations affecting equipment finance
or executing customer experience initiatives within a regulated
environment is a plus.

Why This Role?

* High-Impact Mandate: Direct ownership over client retention,
vendor satisfaction, and operational standard operating
procedures in a key business line.
* Culture of Excellence: A collaborative, values-driven
environment that balances growth with operational discipline.
* Competitive Package: Attractive base salary, annual incentive
bonus, comprehensive health coverage, 401(k) matching, and
generous paid time off.

Customer Service Manager

About the role

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