ABC Legal Services is a company of 400+ employees and thousands of independent contractors, headquartered in Seattle with a nationwide footprint. We file and serve legal documents for law firms--and are the technology leaders in our industry. Our Recruiting team offers a unique, fun, and challenging opportunity for a recruiting/HR professional to gain experience in a fast paced and collaborative environment.
Job Overview:
The Manager of Process Server Support supervises and manages Specialists and Leads on the Process Server Support Team. This utilizes a customer service background to reduce help tickets, improve the quality of our service to our independent contractors, and maximizes relationships with other teams and departments to ensure that ABC's service to our clients are superior to their expectations.
Key Responsibilities:
Coaches and trains Support Team Leads
Resolves escalated issues handled by the Process Server Support Team
Actively works with Specialists and Leads to reduce the time to close tickets and live chats
Identifies and proposes solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries
Analyzes data related to process server performance to identify potential outliers in need of further improvement
Analyzes data related to service tickets and chats to identify potential improvement and automation
Analyzes data related to performance, including monthly performance reviews, level-up recommendations, and performance improvement plans as necessary
Coordinates with other Leads and managers within the Process Server-related Departments on department-wide projects
Manages timecards and scheduling for Process Server Support team, including but not limited to time off requests, approving timecards, and fixing errors on timecards
Qualifications:
2 years in a leadership role
Attention to detail and experience training complex rules and requirements to new hires are a large part of the position
Ability to communicate effectively in both verbal and written form
Writing experience in a professional or higher education environment preferred
Experience and proficiency with Microsoft Office
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!
Health, Dental, Vision insurance
401(k) with company matching
Paid time off
11 paid company holidays each year
Disability insurance
Employee assistance program
Referral program
Starting Pay: $68,000 to $92,000 per year plus bonus
Job Type: Full Time
Preferred Work Location: Seattle, WA,
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Research, Analyst, and Information Technology
Industries
Technology, Information and Internet
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