What are the responsibilities and job description for the Customer Support Lead position at ABC Legal Services?
About ABC Legal Services:
ABC Legal Service is proud to be the national leader in filing service of legal documents. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!
We are a team of 400 with offices in Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We've been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer.
Job Overview:
The Customer Support Lead is responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences.
Key Responsibilities:
Schedule: M-F, Full-Time, Remote
ABC Legal Service is proud to be the national leader in filing service of legal documents. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!
We are a team of 400 with offices in Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We've been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer.
Job Overview:
The Customer Support Lead is responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences.
Key Responsibilities:
- Lead the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards.
- Provide ongoing training, mentoring and support to develop team members' skills and improve service quality.
- Monitor daily team operations, including customer interactions and ticket management.
- Address and resolve complex or escalated customer issues and complaints
- Actively works with Specialists and Manager to reduce the time to close tickets and live chats
- Identifies and proposes solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries
- Continuously review and analyze current support processes to identify areas for improvement.
- Generate regular reports on team performance, customer satisfaction, and issue resolution metrics.
- 1 year in a leadership and coaching experience strongly preferred
- 2 years customer service experience required, call center environment strongly preferred
- Ability to communicate effectively in both verbal and written form
- Experience with conflict resolution and escalation handling
- Experience and proficiency with Microsoft Office
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 11 paid company holidays each year
- Disability insurance
- Employee assistance program
- Referral program
Schedule: M-F, Full-Time, Remote
Salary : $43,000 - $54,000