Assistant Manager, Concierge Success
Description
About LegalZoom
LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 25 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.
Where we work
Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
The position will be onsite at our Austin office
Overview
The Concierge Team seeks an experienced, successful, and passionate Assistant Manager, Concierge Success. As an Assistant Manager, Concierge Success, you inspire and coach 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 Concierge 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 can 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
- Lead a team of Concierge Success Partners and provide guidance, coaching and support to team members to enhance performance, which includes setting clear performance goals for the team and help eliminate any barriers to the team’s success.
- Facilitate continuous growth and development through constructive feedback and goal-oriented coaching.
- Build great teams by motivating, recognizing and inspiring team members. Lead with empathy and respect while embracing diverse perspectives.
- Instill accountability among the team and oneself for achieving department goals and addressing business needs effectively.
- Champion our customers and address escalated customer inquiries and resolve complex issues.
- Own the customer experience and have the proven ability to drive results through team development for revenue generating teams.
- Can champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners to achieve overall organizational goals.
- See the whole picture and have the capability to identify gaps, suggest solutions, and take ownership of projects while effectively managing the balance between time, quality, cost, and risk.
- Demonstrate effective time management skills, ensuring consistent completion of essential administrative duties and foundational role tasks, while managing commitments to our customers, staff and operations.
- Perform other related duties as directed by management.
You have
- Demonstrated a solid track record of leadership ability with at least 3+ 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.
- Proven ability to drive amazing customer experience and results through team development.
- Excellent communication skills, both written and verbal. You can communicate clearly and directly to ensure your message is heard with no confusion.
- You are flexible with your schedule. Your work hours will be based on business needs.
- Experience with account management
The salary range for this role is ($64,100 - $102,600). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical