Customer Support Supervisor - 257

Rocket Lawyer
 Ogden, UT

About Rocket Lawyer

We believe everyone deserves access to affordable and simple legal services.

Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America and Europe, Rocket Lawyer has helped over 25 million people create over 50 million legal documents, and get their legal questions answered.

We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!

Responsibilities:

  • Continuously train and support all team members in the delivery of exceptional customer service
  • Support growth and development through constant coaching, quantitative and qualitative feedback, encouragement and empowerment
  • Lead by example, demonstrating supreme command of all tools, processes and policies
  • Maintain perfect working knowledge of Rocket Lawyer products, pricing and services
  • Review quantitative productivity results of all team members daily, ensuring each consistently exceeds KPI targets for calls, emails, chat and other support activities
  • Conduct consistent quality audits for each team member on all support channels and ensure each team member consistently exceeds quality KPI targets
  • Support customers directly as needed on a consistent basis, including working queues and taking escalated calls
  • Constantly analyze the current state of operational effectiveness, synthesize team and customer feedback and provide input on optimization of tools, policies and processes
  • Run regular team meetings and 1-1 meetings communicating all necessary information to team members ensuring all team members unambiguously understand their performance, contributions to the business and all corporate initiatives
  • Ensure compliance with applicable internal processes
  • Effectively work cross functionally with all partner organizations and serve as an operational subject matter expert in all cross functional endeavors
  • Write regular, thorough and detailed performance reviews for each team member carefully communicating strengths and opportunities for improvement
  • Provide thoughtful and meaningful input on definition of departmental and organizational goals
  • Participate in or lead other projects as needed and defined by team leadership

Qualifications:

  • Excellent verbal and written communication skills
  • Demonstrated ability to multitask in a dynamic environment, remaining calm under pressure
  • Demonstrated ability to think strategically, lead and motivate teams and contribute to the constant evolution of the organization
  • Excellent direct customer facing communication skills and ability to drive mutually beneficial outcomes
  • Tireless focus on providing unsurpassed customer experience
  • Efficiency and organizational skills
  • Positive attitude and success creating a fun, engaged environment
  • Demonstrated track record of understanding and acting with an appropriate sense of urgency
  • Extreme attention to detail

Benefits & Perks

  • Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
  • Unlimited PTO
  • Competitive salary packages
  • 401k program
  • Life insurance
  • Disability benefits
  • Flexible Spending Accounts
  • Commuter/Transit Program
  • Your choice of a MAC or PC
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