Assistant Manager, Customer Care

Care United States


Description

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their businesses, care for their families, protect their ideas, and more. From Estate Planning to Business Formations to IP, we’ve helped more than four million customers, providing the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!

Overview

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all.

The Customer Care Team is seeking an experienced, successful, and passionate Customer Care Assistant Manager. As a Customer Care Assistant Manager, you’re responsible for inspiring and coaching your team to provide a world-class experience for our customers and employees. The challenges and opportunities of a continuously evolving business make leadership at LegalZoom Customer Care a rewarding career. It’s your job to lead the team and seek solutions and results that create a high-performing work environment and culture. By analyzing situations quickly and acting courageously, you are able to create success for the business and promote the LegalZoom brand through unparalleled customer service. You will be responsible for building and inspiring a high-performing team of unique individuals who deliver positive experiences for LegalZoom customers as they begin their journey of forming businesses and protecting their families.

You will

  • Proven ability to drive amazing customer experience and results through team development.
  • Passion for customer service and ownership of the customer experience.
  • Experience with diplomatically managing multiple commitments to customers, staff, and operations.
  • Ability to adapt to challenges while remaining calm in a constantly changing environment.
  • Strong leadership skills: sets clear priorities and performance goals for the team and eliminates barriers to the team’s success
  • Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners.
  • Proven ability to identify, prioritize, and resolve both customer and agent issues quickly and effectively in a positive and practical manner.
  • Ability to effectively execute supervisory functions/tasks such as payroll administration and standard coaching documentation.
  • Proven experience with performance management and addressing critical policy violations and/or behavioral concerns.
  • Experience with candidate selection processes as well as new hire onboarding.
  • Interest in and ability to identify gaps, propose solutions, and take ownership of projects while balancing time, quality, cost, and risk.
  • Demonstrated ability to effectively instill accountability to all departmental goals, targets, and business needs into team and self.
  • Analytical and creative thinker with a can-do attitude and flexibility to accommodate evolving Customer Care business needs.

Who you are

  • You have demonstrated a solid track record of leadership ability with at least 5+ years of experience in a customer-facing customer care setting.
  • Cross-industry experience is welcome.
  • You have a passion for learning about LegalZoom products and obsess about improving the customer’s journey to exceed their expectations.
  • Requires excellent communication skills, both written and verbal.
  • You’ll need to be flexible with your schedule. Your work hours will be based on business needs.

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity.