Customer Service Lead

Customer Experience Pleasanton, California


Description

Nolo is one of the nation’s preeminent providers of do-it-yourself legal solutions for consumers and small businesses. We produce articles, books, apps, and software, including the renowned Quicken WillMaker. A subsidiary of Internet Brands, our sites include Nolo.com, Lawyers.com, and topic-specific domains like Divorcenet.com and 3StepDivorce.com.

The Customer Service Lead will help develop scripts, standard operating procedures, and help manage the customer service team.  Online Divorce is a major growth area and we are building a lot from the product, systems, and procedures for ground up. We are looking for someone who likes creating a scalable structure, is a problem solver, enjoys change, and is a self-starter.

Responsibilities

  • Learn about the legal process and the different products sold on Nolo.com 
  • Lead the Service & Support team and assist with customer escalations 
  • Work closely with Service & Support Manager on identifying issues, reporting, and product enhancements
  • Assist customers with the Nolo.com products
  • Respond to a heavy volume of inquiries about orders, and filings through Salesforce
  • Process orders and resolve problems in Magento database program, Nolo's eCommerce platform
  • Diagnose and carefully walk non-tech-savvy customers through technical troubleshooting
  • Manage the team's Google Drive by creating, sharing, referencing, and maintaining its documents and spreadsheets


Knowledge, Skills and Abilities

  • Excellent customer service and communication skills (oral and written)
  • Accurate and efficient data entry skills (50 words/minute and 10-key by touch)
  • Strong analytical and problem-solving abilities
  • Organized: able to prioritize multiple, sometimes competing tasks 
  • Patient: Can work effectively in sensitive and high-stress situations
  • Team player: excited about contributing to the organization and vision of the Service & Support Team


Requirements: 

  • 2+ years of supervisory experience
  • 2+ years of technical support or customer service experience
  • 1+ years of sales experience
  • Familiarity with Mac and Windows Operating System


About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.  

Internet Brands and its wholly-owned affiliates are an equal opportunity employer.