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Customer Support Team Leader

2 months ago

Longmont, Colorado, United States ABC Legal Services Full time

Company Overview:

ABC Legal Services is a prominent provider in the legal sector, specializing in innovative solutions for the creditors' rights industry. Our sister company, Docketly, is dedicated to simplifying the process of hiring stand-in attorneys through advanced technology and a vast network of legal professionals.

Position Summary:

The Customer Support Team Leader plays a crucial role in managing the daily functions of the customer support division. This position is responsible for ensuring that the team delivers exceptional service, resolves customer inquiries effectively, and upholds high standards of client satisfaction.

Key Responsibilities:

  • Team Leadership: Oversee and guide a team of customer support agents.
  • Performance Monitoring: Assess team performance and provide constructive feedback regularly.
  • Issue Resolution: Address escalated customer concerns and ensure satisfactory resolutions.
  • Training Initiatives: Onboard new customer support agents and develop continuous training programs to enhance team skills.
  • Quality Control: Evaluate customer interactions for quality assurance and implement improvements based on feedback.
  • Reporting: Generate reports on team performance and customer satisfaction metrics, identifying trends for enhancement.
  • Process Optimization: Collaborate with various departments to streamline processes and improve overall efficiency.

Qualifications:

  • 2-3 years of experience in a leadership role.
  • Management experience in a SaaS environment or legal firm is preferred.
  • Proven background in customer service.
  • Technical proficiency and experience with data analytics are advantageous.
  • Demonstrated success in team building and personnel management.
  • Strong multitasking abilities in a dynamic work setting.
  • Excellent verbal and written communication skills.

Compensation:

Salary range: $55,000 to $60,000 annually, plus bonus opportunities.

Diversity Commitment:

ABC Legal Services is an equal opportunity employer and values diversity within our workforce. We are committed to creating an inclusive environment for all employees.