Client Support Leader — Elevate Customer Experience

InfoTrack

San Francisco (CA)

Hybrid

USD 70,000 - 85,000

Full time

4 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

401(k) Match

Medical, Dental, & Vision Insurance

Paid Time Off

11 Holidays

Job summary

One Legal, a division of InfoTrack, is seeking a Manager in Client Support to lead frontline teams and optimize performance. The hybrid SF-based role focuses on coaching, KPI achievement, and scaling operations in a fast-growing environment.

The role requires 3+ years in customer support leadership, strong Salesforce Service Cloud experience, and a track record of mentoring teams. Eligible for a performance bonus and a comprehensive benefits package.

Qualifications

Minimum of 3 years in a customer support leadership role advising and influencing business leaders.
Minimum of 4 years in a customer support call center environment.
Minimum of 2+ years working with Salesforce Service Cloud with reporting capabilities.
Minimum of 3 years in a people management role with experience in employee development.
Experience in SaaS, preferably in legal services.
DialPad administration experience is a plus.
Experience leveraging Microsoft PowerBI reports is a plus.
Legal/Litigation background is preferred.

Responsibilities

Identify training and development needs for the client support team and provide coaching or resources to improve performance.
Lead and supervise hourly client support team members.
Voice of the customer: translate feedback into product and process improvements.
Mentor and develop team members to improve leadership and retention.
Scale operations and optimize KPIs as the business grows.
Manage shifts, time cards, PTO, and adherence to policies.
Foster an inclusive, collaborative team culture and engage with HR as needed.