Customer Support Supervisor

Legacy.com; United States; On-site; USD 45,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Accounts

Flexible Paid Time Off

401k plan with employer match

Paid Medical and Parental Leave

Weekly catered lunch

Beautiful, modern office

Disability Insurance

Life Insurance

Job summary

An established industry player is seeking a dedicated Team Supervisor to enhance team coordination and customer support. In this pivotal role, you will manage team logistics, provide leadership support, and maintain high standards of customer service. Your expertise will guide team members in resolving inquiries and improving processes. Join a dynamic environment where your contributions will directly impact the customer experience and team morale. This position offers a chance to grow professionally while being part of a mission-driven organization dedicated to honoring life stories. If you thrive in a collaborative setting and have a passion for helping others, this is the perfect opportunity for you.

Qualifications

• 1-2 years of experience in a supervisory call center/customer service environment.
• Strong analytical and problem-solving skills with the ability to identify trends.

Responsibilities

• Coordinate daily affairs of the team and ensure productivity and success.
• Maintain ongoing communication with customers to resolve issues.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Team Leadership

Customer Service

Education

College degree or equivalent professional experience

Tools

Intercom

Excel

Google Sheets

Job description

Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 news website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Uniquely open to profound messaging at this focused moment, users respond by sharing memories, purchasing gifts, finding event information, and making plans. Legacy delivers its community-targeted content daily via 1,500 local news media partners. We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our vision is to become a full-service end-of-life and memorialization resource.

The Team Supervisor serves in conjunction with other Team Supervisors as a conduit between the team and team manager as well as other internal teams on an as-needed basis. The primary duty of the Team Supervisor is to coordinate the daily affairs of the team's logistical and procedural needs in tackling support issues, obtaining needed resources, including documentation and training materials, and team communication. The Team Supervisor provides direction and organization for the team and ensures team morale and resources remain at sufficient levels to ensure productivity and success.

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

Team Coordination

• 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.
• 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.

Leadership Support

• 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.

Customer Support

• 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.

Legacy.com offers a very generous and comprehensive benefits package, including:

• 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.

Final compensation is determined based on a variety of factors such as experience, education, certifications and geographic location.

California Applicants - by applying to this job you are acknowledging that you have read Legacy.com 's CCPA Applicant Privacy Notice.