Manager, Client Experience

About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, 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.

About the role

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.

Responsibilities

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, motivation, development, and retention of talent within your team and the broader client support organization.
• Actively identify gaps and deploy impactful people and operational strategies that enable your team to perform effectively, and scale efficiently as the business volume grows.
• Positively engage in the broader Support industry and the West Coast marketplace to optimize the acquisition, integration, and development of C Support Specialists to maintain a healthy talent pipeline as well as understand any advances or trends that might benefit One Legal.
• Identify and help to solve inefficiencies to scale within your team to provide excellent client service.
• Serve as an advocate, coach, and facilitator for building a diverse and inclusive team.
• Proactively analyze trends and metrics to develop, implement, and manage solutions,programs, initiatives, and policies.

Operational Excellence:

• Generate and disseminate daily/weekly/monthly reports on team productivity metrics such as the daily county status reports and individual contributions. Assist team members with setting personal goals for success in productivity, and contributing to team Top 5 goals.
• Disseminating important information to your team, including management directives and policies, process changes, product developments, and court and marketplace news.
• Initiate and implement programs and technology advancements to improve service levels and overall operational efficiency.
• Measure performance with key metrics such as CSAT, ASA, SLA, handle time, call abandonment, etc.
• Conduct regular meetings with team to discuss productivity status and contributions re: existing KPIs/metrics and Top 5 deliverables, address any issues, and set individual & team goals.
• Participate with the hiring and on-boarding of new team members by providing levels of training and guidance on systems and processes to enable new hire’s success.
• Develop and update ongoing client support specific training for existing team members.
• Handling and owning escalations from your individual front-line support specialists.
• Monitor and optimize employee shifts to maximize accessibility for customer. Approving time cards, paid time off, and sick time requests, etc. for your hourly team in a timely and accurate manner.
• Ensure adherence to policies for attendance, established procedures, etc.
• Be a leadership resource to any team member; assisting with career development, listening, and coaching to support problem solving; escalating to HR or management where necessary; striving to be the source of technical/product knowledge within your team or point of referral to those who own that knowledge.
• Maintaining a framework that supports all front line team members to share information, discuss efficiencies, identify issues in a timely manner, and ensure consistency in our business approach and communication to the customers.
• Prepare organization for realignment with parent corporation and any new products/services added to portfolio, while maintaining high performance levels on existing services.

Culture Advocate:

• Assess, monitor, and craft strategies to improve or celebrate employee engagement within the client support team.
• Participate as an InfoTrack leader and in partnership with People Operations & Culture to improve working relationships, collaboration, innovation, morale, and engagement within the client support organization.
• Role model in your daily activities an open and authentic leadership style that supports employee engagement and culture-building initiatives.
• Ensure that InfoTrack culture, values, and engagement initiatives align with all that you and your team do.
• Bring the fun – we have great wins happening every day and celebrating along the journey is just as important as the result.

Requirements

• Minimum of 3 years of experience in a customer support leadership role advising and influencing business leaders
• Minimum of 4 years of experience in a customer support call center environment.
• Minimum of 2+ years working with Salesforce Service Cloud with proven capabilities in reporting and enabling actions with your team to support a virtual customer support call center.
• Minimum of 3 years in a people management role with demonstrated employee assessment and development experience preferred
• Experience working within a software as a service (SaaS) company preferred, in the legal services industry would be an added benefit
• Experience optimizing and leveraging a telephonic support system. Preference to strong DialPad administrator experience.
• Experience leveraging and the ability to act based on the Microsoft PowerBI reports is a plus.
• Legal/Litigation Background – 1-2 years (or more) of legal/litigation support preferred

Compensation

The anticipated starting base pay range for this role is listed below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications and internal equity.

This is a full-time, exempt position with an annual salary range of $70,000 to $85,000. This role is also eligible for a performance-based bonus.

Benefits

What Sets InfoTrack apart
At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below

• 401(k) Match
• Medical, Dental, & Vision Insurance
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program
  

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.