📍 Remote (USA) | 💼 Full-Time | 🕐 Monday–Friday
💰 Salary: $43,000–$54,000/year
🏛 About ABC Legal Services
ABC Legal is the nation’s leading provider of legal document filing and service of process. With over 30 years in the game, we’re headquartered in Seattle and have offices across the country—from Los Angeles to Miami to Brooklyn. With a team of 400+ and rapidly growing, we pride ourselves on staying ahead of the curve with cutting-edge tech and process innovation.
🧩 What You’ll Do
As the Customer Support Lead, you’ll guide a team of reps to deliver responsive, high-quality support. You’ll handle escalations, coach the team, and help shape policy and workflow improvements that enhance customer experience. If you’re a natural leader with a passion for people and process—this is your lane.
📝 Key Responsibilities
- 🧭 Lead day-to-day support team operations and performance
- 🧑🏫 Coach, mentor, and train reps for continuous improvement
- 🗣️ Handle escalated tickets and resolve complex customer concerns
- 📊 Generate performance and customer satisfaction reports
- 🔄 Collaborate with Specialists and Managers to reduce ticket/chat response times
- 🛠️ Identify workflow issues, propose improvements, and drive policy enhancements
- 💡 Proactively reduce inquiries through system/process optimization
- ✅ Ensure ticketing and live chat systems are running efficiently
🧠 What You Bring
✔️ 1+ year of team leadership or coaching experience preferred
✔️ 2+ years of customer service experience (call center strongly preferred)
✔️ Excellent written and verbal communication skills
✔️ Skilled in handling conflict and customer escalations
✔️ Proficiency with Microsoft Office suite
✔️ A mindset for process improvement and operational excellence
🎁 Benefits & Perks
- 🏥 Health, dental, and vision insurance
- 🛌 Paid time off + 11 company holidays
- 💰 401(k) with company match
- 🧠 Employee assistance program
- 🦺 Disability insurance
- 🤝 Referral bonus program
- 🏠 100% Remote flexibility
🔗 Ready to Apply?
Join a fast-paced, mission-driven team that values innovation and people-first service. Apply today and help define the future of legal tech support.