Manager, Client Experience

Manager In Client Support

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.

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.