Legal Team Lead of Customer Support

One Legal - Petaluma, CA3.2

Full-timeEstimated: $58,000 - $79,000 a year
One Legal is committed to simplifying the litigation process by connecting our customers to their court cases through innovative technology and amazing customer support.

One Legal is building the most trusted marketplace dedicated to legal professionals and litigants.

Call Center Experience a Must!
College Degree Required
Management Experience a Plus

The Customer Support Team Lead is responsible for leading a team of Customer Support representatives to provide the best quality support to One Legal customers.
This role will report to the Director of Customer Support and is responsible for managing individual and team productivity and quality in line with department performance goals.

Provide support to the One Legal Customer Support representatives on an individual and team level, answering their questions and being a resource to them as a Subject Matter Expert
Help to monitor workflow and daily activities, including all CS customer points of contact (email, phones, etc.), managing break times, scheduling, etc.
Resolve customer problems and concerns when needed, taking escalated calls and assisting in difficult situations
Provide ongoing coaching and training of internal team members to meet department performance goals, including productivity, quality, and behavior
Champion One Legal company culture within the CS department, motivating the team and creating a fun work environment
Create a consistent line of communication from the reps to upper management, advising management of issues that arise on the floor
Help to develop improvement initiatives with a critical eye towards any improvements that can be made to the customer experience or employee experience form the CS perspective
Represent the voice of the CS team to other departments and leaders within the organization

At One Legal we consider every candidate on his or her individual merits. However, possession of the following will help to differentiate you from the field.

2+ years of relevant experience in customer service or managing teams
Excellent written and verbal communication and interpersonal skills at all levels within the organization
Professionalism handling and properly documenting any situations that arise involving CS reps
A high initiative, roll up your sleeves "can do" mindset
Ability to handle multiple projects, prioritize, meet deadlines and work in a fast-paced autonomous environment with little direction or supervision
Effective problem solving skills with strong attention to detail
Solid understanding and exposure in all areas of Customer Service including industry level KPIs and performance metrics

We offer a great compensation package, with paid vacation and sick time, flexible working options, a fun and casual work environment, a competitive benefits plan, and the opportunity to be part of a team that is shaping the future of legal technology.

As a bonus, you’ll be working out of our headquarters in beautiful Sonoma County (Petaluma), just 35 traffic-free minutes north of the Golden Gate Bridge.