Contact Center Team Lead - Dallas, TX

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.

The facts that speak for themselves:

• We’ve funded over $110 billion in loans (more than any other fintech in the US!)

• Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry

• Better’s propriety AI platform makes us an award-winning lender:

  • Fintech Breakthrough Award 2025: Best Lending Innovation

  • Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval

  • Yahoo! Finance (2025): Best Online Mortgage Lender

  • Money Magazine (2025): Best for fast closing

  • Forbes (2023): Best Online Mortgage Lender

We’re building the future of home finance - and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.

A Better Opportunity

We’re seeking a hands-on leader to manage an outbound mortgage sales team of Home Lending Associates. This role is ideal for a high-performing sales professional or early people leader who is excited to take the next step in their leadership journey and excel in a fast-paced, performance-driven call-center environment. 

The right candidate is energized by coaching frontline outbound sales professionals, driving day-to-day execution, and delivering a strong customer experience. This supervisor will play a critical role in executing proven sales processes, developing talent, and ensuring consistent performance against key activity and conversion metrics. 

Our Home Lending Associate team focuses on outbound outreach to prospective borrowers to help complete mortgage applications, communicate the value of a Better mortgage, and warm-transfer qualified customers to licensed Loan Officers. 

This is a full-time, in-person role based in our highly collaborative Dallas office and requires daily onsite presence.

Responsibilities

• Supervise a team of approximately 10-15 Home Lending Associates (Outbound) 

• This is a full-time, in-person role based in our highly collaborative Dallas office and requires daily onsite presence 

• Serve as the primary frontline leader for an outbound sales team, setting expectations, coaching performance, and driving daily execution 

• Support individual and team performance against monthly goals, including outbound calls, talk time, contact rates, conversion rates, transfer rates, and speed-to-lead SLAs 

• Help manage day-to-day operations in an outbound call-center environment; experience with automated dialers and call-cadence optimization is a plus 

• Monitor daily and weekly performance metrics to identify trends, gaps, and coaching opportunities 

• Provide ongoing coaching, feedback, and skills development through call listening and live observation 

• Conduct regular 1:1s focused on performance, development, and goal-setting 

• Review pipelines and activity levels to ensure consistent execution and timely follow-up 

• Escalate performance risks and operational challenges to senior leadership with proposed solutions 

• Partner with Sales, Product, and Operations teams to improve outbound lead engagement and transfer performance 

• Proactively engage with customers as needed to gather feedback and support coaching efforts 

• Assist with performance management processes, including documented coaching plans and improvement plans 

• Participate in team initiatives and projects related to training, process improvement, and customer experience 

• Provide regular updates to sales leadership on team performance and development needs 

Qualifications

• 2–4 years of experience in mortgage sales or a related outbound sales environment 

• 1+ year of experience leading, mentoring, or supervising sales representatives (formal management experience preferred but not required) 

• Experience working in a high-volume outbound call center environment strongly preferred 

• Strong execution mindset with the ability to hold yourself and others accountable 

• Comfortable working with performance metrics and using data to inform coaching conversations 

• Organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced setting 

• Customer-focused with strong problem-solving skills and sound judgment 

• Strong interpersonal and communication skills, both verbal and written 

• Motivated self-starter who is eager to learn, grow, and take on increased responsibility 

• Team-oriented leader who brings energy, professionalism, and a positive attitude to the floor

Company Benefits 

We’re proud to support our employees and their families with a benefits package designed to care for their health, well-being, and everyday life. All full-time and benefit-eligible part-time employees can enjoy the following benefits:

- Day One Coverage – Your benefits begin on your first day, so you’re supported from the start 

- Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are 

- Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost! 

- Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses 

- Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs 

- Disability & Life Insurance – Provided at no additional cost to give you added peace of mind 

- Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most 

- Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work 

The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.

Disclaimer  

Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.