Customer Support Supervisor

Only accepting applications from qualified candidates within the United States in the following states: AZ, CA, CO, CT, FL, IL, IN, MA, NC, NJ, TX, WI.

Key Responsibilities

• Work with Team Supervisors to coordinate meetings and agendas with the team and/or other departments to discuss obstacles, needed resources or issues in completing support requests
• Assure that each team member has the necessary information to effectively participate in team discussions, and strive for a consensus on implementing policies and practices
• Handles the training and on-boarding of new hires for their team
• Recommend standard practices, techniques, and tools to support task performance, i.e. identify recurring tasks for automation or simplification
• Ensures department/org policies are enforced 
• Works to ensure documentation remains current to the best of our abilities 
• Acts as an SME for product changes, requirements, design, and other related activities
• Work with others (supervisors, dept head, and/or departments) to coordinate meetings
• Manages scheduling and staffing changes for their team
• Assure that the queues of the team are being maintained appropriately
• Point of contact for questions, able to triage and coordinate answers

• Takes escalated supervisory calls when necessary
• May provide supervisory coverage at times when other Team Supervisors are unavailable 
• Able to manage one or more direct reports

• Maintain ongoing communication with customers by responding to requests, helping resolve issues, and providing information on and explanation of features 
• Understand the proper procedures for escalation and use good judgment to determine when escalation is needed
• Read emails in Outlook mailbox and CRM and respond to inquiries from users of any Legacy.com site or product assigned
• Be able to answer incoming phone calls from customers or respond to voicemails
• Determine user needs and explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies
• Decision-Making Tasks including:
• Choose correct email boilerplate for user inquiry
• Determine when it is appropriate to offer complimentary extensions for notices or Guest Books to resolve user complaints
• Problem-Solving Tasks including:
• Identify patterns of customer issues, determine causes, and recommend solutions
• Communication Tasks: Communicate with users, newspapers, advertisers, funeral homes and outside callers
• Other duties as assigned.

Qualifications

• College degree or equivalent professional experience.
• 1-2 years of experience in a Team Lead/Supervisory call center/customer service environment.
• Proficiency with Intercom or similar customer service platform.
• Strong analytical and problem-solving skills, with the ability to identify trends and provide actionable insights.
• Excellent communication skills, both written and verbal, to deliver feedback and facilitate training.
• Detail-oriented with strong organizational abilities to manage multiple priorities.
• Advanced proficiency in reporting and analysis tools such as Excel, Google Sheets, or similar platforms.
• Familiarity with quality assurance frameworks and customer service best practices.

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Accounts and Flexible Spending account options with generous employer contribution (based on plan selection)
• Basic Life and Supplemental Life insurance
• Disability Insurance
• Voluntary Supplemental Benefits (Hospital Indemnity, Accident, Critical Illness)
• Flexible Paid Time Off
• 401k plan with discretionary employer match
• Paid Medical and Parental Leave
• Beautiful, modern office with fully stocked kitchen and weekly catered lunch