Account Recovery Team Manager

Who We Are 

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support. 

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. This is a Product Support leadership role with significant responsibility for account security and ownership verification. 

The Account Recovery team handles account recovery requests, unauthorized access and account takeover (ATO) investigations, and domain hijacking cases.  

What you’ll do & how you’ll make your mark. 

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. 

Team Leadership and Development 

• 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. 

Operational Management 

• 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. 

Who you are & what you’ll need to succeed. 

• 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. 

Why you’ll love us.  

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. 
• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with employees globally. 
• We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more! 
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD! 

#LI-SM1 #LI-Remote #Bluehost

Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.