Customer Support Lead

Summary

Join ABC Legal Services, a national leader in legal document filing, as a Customer Support Lead. Lead and mentor a team of customer support representatives, ensuring high-quality service. Monitor team performance, handle escalated issues, and collaborate to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills. This full-time, remote position offers a competitive salary and benefits package. We offer a supportive and collaborative work environment where you can make a significant impact.

Requirements

• Ability to communicate effectively in both verbal and written form
• Experience with conflict resolution and escalation handling
• Experience and proficiency with Microsoft Office

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

Preferred Qualifications

• 1 year in a leadership and coaching experience strongly preferred
• 2 years customer service experience required, call center environment strongly preferred

Benefits

• 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