Customer Support Supervisor - Classified

Job Description

Job Description

Description:

At Legacy we partner with media companies across North America to provide best-in-class customer support solutions for obituary, legal notice, and classified advertising. Our team operates as a seamless extension of our partners’ organizations, delivering responsive service, operational excellence, and revenue-protecting support every day.

We are looking for a motivated and experienced Customer Support Supervisor to lead and support a high-performing customer service team in a fast-paced, collaborative environment.

POSITION SUMMARY:

The Customer Support Supervisor serves as a key operational leader, working closely with Team Leads and management to coordinate the daily workflow, support team performance, and ensure exceptional customer experiences. This role combines leadership, coaching, process management, and hands-on customer support responsibilities.

The ideal candidate is highly organized, solutions-oriented, and passionate about developing people while driving operational excellence. External candidates must reside in one of the following states: Arizona, California, Colorado, Florida, Illinois, Indiana, Texas and Wisconsin.

KEY RESPONSIBILITIES:

Team Leadership & Coordination

• Manage the daily workload of customer support agents, ensuring timely case handling and proper case management practices.
• Conduct weekly 1:1 meetings with direct reports and provide performance-based coaching and feedback.
• Support onboarding and training of new team members.
• Partner with Team Leads and management to coordinate meetings, workflows, and team initiatives.
• Ensure consistent use of support tools and resources, including macros, knowledge articles, AI tools, and conversation tracking processes.
• Monitor staffing, scheduling, and team coverage needs.
• Act as a subject matter expert (SME) for product updates, workflows, and procedural changes.
• Identify opportunities for workflow improvements, automation, and process simplification. 
• Ensure company policies and procedures are consistently followed. 
• Maintain and support accurate internal documentation and training resources.

Requirements:

• College degree or equivalent professional experience 
• 1–2 years of leadership experience in a customer service, call center, or support environment 
• Experience with Intercom or similar customer support platforms preferred. 
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and coaching abilities.
• Proficiency with Excel, Google Sheets, or similar reporting tools. 
• Familiarity with customer service best practices and quality assurance processes.

COMPENSATION & BENEFITS

Legacy.com offers a competitive total compensation package, including a pay range of $55k – $63k annually.

Available Benefits Include:

• Medical, Dental, and Vision Insurance
• Health Savings Accounts and Flexible Spending Account options with generous employer contributions (based on plan selection)
• Basic Life and Supplemental Life insurance
• Disability Insurance
• Voluntary Supplemental Benefits (Hospital Indemnity, Accident, Critical Illness)
• Accrued Paid Time Off
• 401k plan with discretionary employer match
• Paid Medical and Parental Leave

Final compensation is determined based on a variety of factors such as experience, education, certifications, and geographic location.