Customer Success Managers serve attorney and consumer customers through various channels and are responsible for working directly with team members and customers to ensure their needs are met by providing a superior customer experience.
Creating a fun, dynamic environment where everyone is welcomed and valued is key. As a collaborative business partner who actively listens to the needs of the team, you'll encourage constant learning to help deliver an improved customer and team member experience.
Lastly, you'll be a brand ambassador who embraces the LegalMatch vision, values, & goals by demonstrating on a daily basis the connectedness of the frontline to the overarching mission of the company.
This position is in-office in Reno, NV.
This position reports directly to the Director of Customer Service.
- Coaches and develops a positive and productive work environment and builds relationships with both internal and external business partners.
- Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
- Ensures capabilities and knowledge of team members keeps pace with customer expectations.
- Monitors interactions to ensure that team members are giving accurate information and following approved practices.
- Manages to performance standards; trains and coaches staff, writes and conducts performance evaluations.
- May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
Desired Qualifications
- 3 years of supervisory experience, preferably in a call center environment
- Ability to inspire and engage the broader team, leading with ethics and integrity
- Experience recognizing service opportunities and providing exceptional customer satisfaction
- Proven ability to lead during times of ambiguity and change
- Strong cross-functional collaboration skills
- Extensive experience training, retaining, and growing internal teams
Perks:
- Beautiful high-rise view overlooking the mountains, Aces ballpark, and downtown Reno.
- Easily accessible for public transportation.
- On-site coffee shop and restaurant.
- Free on-site Gym.
- Open concept office with sit-to-stand desks.
- Casual dress code. We encourage creativity and we are tattoo/piercing and non-traditional hair color friendly.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Work Location: In person