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Manager, Customer Care

LegitScript
Published
July 9, 2021
Location
818 SW 3rd Ave #353, Portland, Oregon
Job Type

Description

At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent.  We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.

The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies.

 The Manager, Customer Care is responsible for ensuring our customers have a high-quality service experience. You will organize and inspire customer care agents, prioritize and oversee day-to-day activities, and partner with other departments to deliver a consistent and exceptional customer journey. The Customer Care team interfaces regularly with the Analyst Operations and Sales teams, playing a key role in customer onboarding processes, and partnering to drive the long-term success of our customers. You will work closely with the VP of Business Operations to identify and prioritize initiatives and projects that provide increased business optics and operational efficiencies.

This is currently a remote position that, once the current pandemic passes, will ultimately be located in our downtown Portland, OR office.

What You’ll Do:

  • Engages in behaviors aligned with LegitScript’s core values: Be Awesome, Be Open, Be Thoughtful, Be Invested

  • Exhibits a growth mindset by being open to feedback, embracing change as an opportunity

  • Manages the Customer Care team’s day-to-day functions

  • Hire, train, coach, and develop employees

  • Implements new processes and improves tooling as needed for the Customer Care team, including maintaining and improving the Service Cloud configuration

  • Scales the support team’s staffing structure and systems to meet current and future customer and internal demands (tier modeling, enhanced support, extending hours, and support methods)

  • Establishes production KPIs and conduct quality assessments

  • Owns the escalated customer issues and following problems through to resolution

  • Implements customer support processes to enhance customer satisfaction aligned with LegitScript’s Customer Journey vision and in collaboration with various stakeholders and cross-functional teams

  • Assesses support statistics and preparing detailed reports on the findings

  • Oversees and evaluating the team's ongoing training efforts

  • Manages team performance effectively including providing regular and consistent performance feedback

  • Interfaces with external vendors

  • Manages several ad-hoc ongoing or one-time team or customer-facing projects

What You’ll Bring:

  • 5-7 years of experience in a Customer Care, Customer Service, Technical Support, or similar role

  • 2-3 years of experience in a supervisory or people management role

  • Growth mindset (receptive to feedback, learner)

  • Ability to identify gaps in internal tools/processes and work with internal teams to find creative solutions

  • Experience managing a support ticketing system

  • Ability to work independently

  • Demonstrates an inspirational attitude that contributes to a positive team environment

  • Ability to build and maintain effective working relationships with team members along with a willingness to set and maintain high standards of performance

  • Well-developed ability to speak, read, comprehend, and write English

Please note that visa sponsorship is not available for this position.

In addition to competitive salaries, full-time employees enjoy a great benefits package:

  • Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans

  • 401k with company match and immediate vesting

  • Generous paid time off package and 11 paid holidays

  • Volunteer time off

  • And much more!

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in LegitScript’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Candidates must be authorized to work in the US. LegitScript does not offer visa sponsorship at this time.  LegitScript is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.

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