[Remote] Account Recovery Team Manager

Note: The job is a remote job and is open to candidates in USA. Newfold Digital, through its Bluehost and HostGator services, is hiring an Account Recovery Team Manager to lead customer account recovery and protect customers from unauthorized access and account takeovers. The role oversees team development and daily operations, ensures secure identity and ownership verification, and partners with cross-functional teams to resolve escalations and improve processes and customer experience.

Responsibilities

• The Account Recovery Manager leads the team that helps legitimate Bluehost and HostGator customers securely regain access to their accounts and domains, while preventing unauthorized access and account takeovers
• The Account Recovery team handles account recovery requests, unauthorized access and account takeover (ATO) investigations, and domain hijacking cases
• You will lead and develop the team, manage daily operations, queue health, and ensure identity verification and ownership validation procedures are followed consistently. You’ll partner cross-functionally with Security, Legal, Fraud, Compliance and Customer Support leadership to address escalations, improve processes, and enhance the agent and customer experience
• Lead, coach, and develop the Account Recovery team, including hiring, onboarding, performance management, and career growth
• Set clear expectations for productivity, quality, security judgment, and customer communication
• Provide regular one-on-one coaching and feedback, using case reviews and performance data to guide development
• Build a team culture that values accuracy, accountability, and customer empathy, especially in stressful or high-risk situations
• Ensure identity verification, ownership validation, and account recovery procedures are followed consistently and securely on every case
• Oversee daily operations, including staffing, workload distribution, queue health, case aging, and service levels
• Monitor operational KPIs such as volume, resolution time, backlog, productivity, quality, and customer satisfaction, and act on trends
• Report on team performance, risks, and trends to SR leadership and the business
• Use customer feedback and case outcomes to improve the recovery experience
• Identify process gaps, security risks, recurring customer issues, and opportunities for operational improvement

Skills

• An exceptional communicator who can clearly and confidently guide customers, peers, and business partners through complex situations via phone, email, and chat
• A customer-first leader who consistently prioritizes delivering outstanding experiences and positive outcomes
• A collaborative team player who contributes to discussions, values diverse perspectives, and embraces feedback as an opportunity for growth
• Driven by urgency and accountability, with a passion for resolving customer concerns quickly, effectively, and with empathy
• Highly analytical and detail-oriented, capable of thoroughly reviewing customer interactions, account history, and available resources to make informed decisions
• Responsive and engaged, maintaining open communication with team members and leadership through chat, email, and other collaboration channels
• A leader who sets the standard for professionalism, ownership, and operational excellence while supporting the success of the broader team

Benefits

• Work-life balance
• Programs that bring employees together on important issues and provide learning and development opportunities for all employees
• 20+ affinity groups to network and connect with employees globally
• Excellent health insurance options to fit you
• HSA
• Medical, dental, and vision
• Matching 401K
• Life/AD&D/STD/LTD
• Tuition reimbursement
• Pet insurance
• Generous vacation policy
• Opportunities to learn different aspects of the business, be challenged with new tasks, be mentored, and grow careers

Company Overview