Manager, Client

About One Legal, an Info Track Company

One Legal, a division of Info Track, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us.

As Manager in Client Support, you are responsible for building and optimizing front line customer-centric support teams. You will be responsible for leveraging your background in call, chat and email centers and will be tasked with developing, managing, and driving One Legal Division’s Client Support team. Your primary focus is optimizing and supporting your team to excel in order to achieve key KPIs while looking for strategic efficiencies in a scale-up business model.

You are also a resource to your peers and their direct reports as needed. You will be tasked with identifying development opportunities for your team while being the motivational champion who recognizes excellence in fun and creative way.

This is a hybrid role based out of our San Francisco office. You will be required to work in the office a minimum of three days per week. Typical working hours for this role are Monday through Friday, 9:00 a.m. to 6:00 p.m. Pacific Time.

Leadership:

• Identify training and development needs for your client support team and then coach, provide a training buddy, or assist your team in accessing resources to improve performance or gain career skills.
• Lead, oversee and supervise hourly client support team members.
• Evangelize the voice of the client across client support and to applicable internal partners, to build awareness and enable product enhancements and future strategies for One Legal
• Empower your team to be self-starters and focus on continuously seeking to improve the experience.
• Hold yourself and team members accountable to achieve or exceed individual and team goals (iTop5s).

Driver of Results:

• Partner with IT and other cross-departments to identify, learn, and maximize the impact of the systems utilized for engaging with our customer base via our number one asset: our Client Support Specialists.
• Be ever curious and continuously monitor and develop reporting to inform and optimize the client support operations and resulting impact.
• Provide guidance and hold yourself and team members accountable to meet or exceed the designated applicable corporate and department goals (iTop5s) each third.
• Communicate and confirm that each of your team members understands their key KPIs and the expected framework to engage and delight their customers each and every day in order to deliver top measurable results.

Advocacy:

• Ensure you and your teams know and utilize the mechanisms within Support for the voice of the client to be collected, reviewed, and acted upon accordingly either within the team or communicated to partner teams like Product, Sales, Engineering, Marketing, etc.
• Champion the employee experience across Support leadership by articulating areas of positive momentum as well as blockers that are limiting the ability of client support to provide excellent service to our customers.

Strategic Partner:

• Provide mentoring, coaching, and training to team members to positively impact the leadership, performance,…