Leader Support Specialist English/Spanish Required

The Church of Jesus Christ of Latter-day Saints; Riverton (UT); Sur place; USD 50 000 - 75 000; Plein temps

Résumé du poste

The Church of Jesus Christ of Latter-day Saints is seeking a bilingual advisor and support specialist for bishops and stake leaders in a fast-paced call center environment. You will manage a high volume of phone, email, and messaging interactions while applying Church policies with discretion and care.

You will own cases end-to-end, provide training resources, and collaborate with global teams to resolve issues.

Qualifications

• Bachelor’s degree or 6 years in a support/advisory role.
• Experience in high complexity leader support.
• Ability to maintain confidentiality.
• CRM experience, especially ServiceNow.
• Fluency in Spanish and English.
• Availability Monday–Friday 11:30 a.m.–8:00 p.m.

Responsabilités

• Serve as primary contact, advisor, and advocate for ecclesiastical leaders within an assigned area and language.
• Proactively engage with newly called leaders by providing orientation, training, and tailored guidance.
• Collaborate with global and area teams to ensure resolution of complex issues.
• Diagnose and resolve leader inquiries across Church systems, policies, and processes.
• Act as case manager with end-to-end ownership from intake to resolution.
• Escalate issues only when necessary while maintaining ownership and documentation.
• Contribute to development of training resources and knowledge articles.
• Provide feedback to improve systems and workflows.
• Maintain data integrity and confidentiality of sensitive information.

Connaissances

Cross-functional

Stakeholder management

Analytical thinking

Customer support

Spanish-English bilingual

Formation

Bachelor’s degree

Outils

ServiceNow

Description du poste

Job Description

The Global Services Department (GSD) helps others come unto Christ by providing timely, accurate, and inspired support to members, leaders, employees and missions worldwide. This position serves as an advisor and support specialist for bishops, bishoprics, ward councils, counselors of a stake presidency, and stake council members, ensuring leaders can effectively fulfill their sacred administrative and ministerial responsibilities. This role functions within a support‑center environment, managing a high volume of inbound and outbound interactions across phone, messaging, and email channels. The position requires independent problem‑solving, expert application of Church policies and systems, and collaboration with internal and area personnel to ensure complete issue resolution. This position requires the ability to maintain strict confidence with information, process, and policy. This is a professional role with significant responsibility for supporting ecclesiastical leaders at the local and stake levels while providing Christ‑like service, accuracy, and ownership.

Responsibilities

• Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders (including bishops, bishopric members, ward council members, counselors of a stake presidency, stake clerks, high councilors, stake council members, and missions) within an assigned area and language
• Proactively engage with newly called leaders by providing orientation, training, and tailored guidance to help them confidently fulfill administrative responsibilities
• Collaborate with global and area teams—including the Area Leader Support Manager, area offices, and global GSD personnel—to ensure comprehensive and accurate resolution of complex or escalated issues.
• Independently assess, diagnose, and resolve the majority of leader inquiries across Church systems, tools, policies, and administrative, procedural, and technical issues using sound judgment, leader context, and doctrinally‑aligned decision making.
• Act as the designated case manager, providing end‑to‑end ownership of leader support needs, maintaining responsibility for each case, managing a dynamic caseload from intake through resolution with timely follow up, clear documentation, and accountability for outcomes.
• Escalate issues only when necessary, while retaining case ownership and responsibility for coordination, communication, and successful resolution with leaders and cross functional partners.
• Contribute to the development, maintenance, and improvement of leader training resources, self service content, and knowledge articles to strengthen leader capability and reduce future friction.
• Provide structured feedback and recommendations to improve systems, processes, training, and support workflows as part of continuous improvement initiatives.
• Maintain high standards of data integrity, confidentiality, accuracy, and compliance when accessing and supporting sensitive leader information.

Qualifications

• Bachelor’s degree and at least 2 years of professional experience in a support center, service operations, or advisory role OR a combination of education and professional experience totaling 6 years of experience in a support center, service operation, or advisory role.
• Demonstrated capability in high complexity customer or leader support, including ability to listen intently, assess needs, and guide individuals through policy, system, or process solutions.
• Strong analytical and problem‑solving skills with the ability to comprehend policies, evaluate options, and provide accurate recommendations with minimal supervision.
• Proven ability to work effectively with senior stakeholders (leaders, managers, administrators) in situations requiring discernment, tact, and professionalism.
• Ability to provide thoughtful, constructive feedback to improve systems, processes, and training materials.
• Experience using Customer Relationship Management (CRM) tools, especially ServiceNow, to manage cases and document interactions.
• Working knowledge of Church organization, leadership roles, administrative responsibilities, and ecclesiastical processes.
• Experience in roles requiring cross‑functional collaboration, training development, or service improvement initiatives.
• Maintain strict confidentiality regarding all financial data, internal operational information, and any Personally Identifiable Information (PII) of Church members or employees, ensuring such information is accessed, used, stored, and shared only in accordance with approved Church policies and legal requirements
• Fluency in reading, writing, and speaking both Spanish and English. Working in a fast‑paced contact call center environment while providing technical support in both Spanish and English are required.
• Ability to provide coverage on a Monday through Friday schedule, with the shift operating from 11:30 a.m. to 8:00 p.m. to support operational needs.

About Us

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings— giving Church members places to worship, teach, learn, and receive sacred ordinances—our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.

Only members of the Church who are worthy of a temple recommend qualify for employment.

Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.

Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church.

The Church will make reasonable accommodations for qualified individuals with known disabilities.