Customer Support Operations Manager

Job Description

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, South America, and Europe, Rocket Lawyer has helped over 30 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! About the Role As a Customer Support Operations Manager, you'll play a pivotal role in fostering growth and development within the support operations team by providing continuous coaching, feedback, and empowerment. Leading by example, you'll manage a supervisor team with a hands-on approach, ensuring individual and team performance improvement while maintaining a perfect command of tools, processes, and policies. Your responsibilities also include maintaining a deep understanding of Rocket Lawyer products and services, analyzing productivity reports, evolving QA programs, and effectively communicating with cross-functional teams to optimize operational effectiveness and achieve KPI targets.

Responsibilities

• Support growth and development through constant coaching, quantitative and qualitative feedback, encouragement, and empowerment
• Manage supervisor team, leading by example with a detailed, hands-on approach to drive individual and team performance improvement and accountability
• Demonstrate supreme command of all tools, processes, and policies
• Maintain perfect working knowledge of Rocket Lawyer products, pricing, and services
• Provide and review weekly and monthly quantitative productivity reports of the Support Operations team consistently identifying and implementing improvement plans to ensure achievement of KPI targets for calls, emails, chat, and other support activities
• Ongoing daily, detailed review of agent and team quality audits on all support channels and ensure each team and team member consistently exceeds quality KPI targets
• Continuously evolve QA program and training curriculum, ensuring best in class content and delivery to all team members enabling the delivery of exceptional customer service
• Maintain staffing and scheduling model
• Constantly analyze the current state of operational effectiveness, synthesize team and customer feedback, and consistently provide input on the 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
• Conduct regular, thorough, and detailed performance reviews for each team member carefully communicating strengths and opportunities for improvement
• Provide thoughtful and meaningful input on the definition of departmental and organizational goals
• Participate in or lead other projects as needed and defined by team leadership
• Lead regular recognition and morale building events that incorporate feedback from teams

Qualifications

• 5-10+ years of leadership experience in a multi-channel contact center environment (4+ years for internal Rocket Lawyer employees)
• Familiarity with Salesforce lightning and reporting tools
• Excellent verbal and written communication skills
• Strong experience with Excel or Google Sheets spreadsheet creation and data analysis
• 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
• Life insurance
• Disability benefits
• Supplemental Optional Life Insurance Benefits
• FSA Options Optional
• HSA with Company Match
• 401k program with Company Match
• Fertility Assistance and Planning options
• Gympass & Classpass fitness platforms
• Comprehensive Pet Insurance options
• Financial Wellbeing & Student Loan Program access
• Access to additional Mental Health & Wellbeing resources
• Pre-tax Commuter/Transit Benefits
• Employee referral program
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates

$80,000 - $95,000 a year Rocket Lawyer is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to [email protected] . Apply for this job