Client Experience & Support Leader

Infotrack-US; San Francisco (CA); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) Match

Medical, Dental, & Vision Insurance

20 Days PTO + 11 Holidays

Be Me Time

Job summary

One Legal is seeking a Manager in Client Support to build and optimize frontline teams, leveraging your background in call, chat, and email centers. You will drive KPIs, mentor staff, and collaborate with IT and product teams to improve service delivery. This hybrid SF role requires in-office presence at least three days a week, with typical hours 9:00 a.m.

to 6:00 p.m. PT. You will lead training, oversee staff performance, and champion a client-centric culture across the organization,

Qualifications

• Minimum of 3 years of experience in a customer support leadership role advising and influencing business leaders.
• Minimum of 4 years of experience in a customer support call center environment.
• Minimum of 2+ years working with Salesforce Service Cloud with proven reporting capabilities.
• Experience in a SaaS company; legal services background is a plus.
• Strong DialPad administration experience is preferred.
• Proven ability to mentor, coach, and develop teams.

Responsibilities

• Identify training needs and coach the client support team to improve performance.
• Lead and supervise hourly client support team members.
• Capture client feedback and translate it into product and process improvements.
• Manage KPIs and ensure the team achieves top performance metrics.
• Develop and monitor reporting to optimize client support operations.
• Mentor and empower the team, fostering an inclusive culture.

Skills

Leadership

People management

Customer support strategy

Cross-functional collaboration

Communication

SaaS domain knowledge

Problem solving

Adaptability

Tools

Salesforce Service Cloud

DialPad

PowerBI

Microsoft Excel

Job description

One Legal is seeking a Manager in Client Support to build and optimize frontline teams, leveraging your background in call, chat, and email centers. You will drive KPIs, mentor staff, and collaborate with IT and product teams to improve service delivery. This hybrid SF role requires in-office presence at least three days a week, with typical hours 9:00 a.m.

to 6:00 p.m. PT. You will lead training, oversee staff performance, and champion a client-centric culture across the organization,