Supervisor, Customer Support

InfoTrack US; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

A prominent legal technology firm is seeking a Supervisor of Customer Support to lead a skilled team and enhance customer satisfaction. This remote role requires strong leadership and problem-solving skills, along with a background in customer support. The ideal candidate has a Bachelor’s degree and experience in managing teams. The position offers a salary range of $60,000 to $75,000 and includes comprehensive benefits.

Benefits

401(k) Match

Medical, Dental, & Vision Insurance

Short/Long-Term Disability Insurance

20 Days of Paid Time Off (PTO)

11 Paid Holidays

"Be Me Time" for mental health

Matching Gift Program

Monthly Internet Stipend

Qualifications

• 2+ years of experience in a customer support role, including leadership or supervisory responsibilities.
• Proven ability to lead teams and resolve complex customer issues.
• Strong leadership and communication skills.

Responsibilities

• Lead a team of customer support specialists to deliver exceptional service.
• Handle complex or high-impact escalations through resolution.
• Monitor key metrics to ensure performance standards are met.

Skills

Leadership

Communication

Problem-solving

Time management

Education

Bachelor's degree in business, communications, or related field

Tools

CRM systems

Customer support tools

Job description

About Green Filing

Green Filing is a leading platform built to simplify the electronic court filing process for legal professionals. Since 2009, we've been committed to delivering an intuitive, secure, and reliable e-filing platform that makes filing fast, easy, and accessible for everyone—from attorneys and support staff to novice users. With features designed to save time and reduce complexity, Green Filing empowers legal professionals to work smarter, not harder, ensuring they can focus on delivering first-class support to their clients.

As a forward-thinking company, we understand that our people drive our success. That's why we are committed to fostering a culture of innovation, collaboration, and professional growth. If you're passionate about building cutting-edge solutions that transform the legal industry, we'd love for you to join us.

About The Role

As the Supervisor of Customer Support at Green Filing, you will lead a team of support specialists to ensure a seamless, high-quality experience for our customers. This role combines people management with hands-on customer engagement, making it ideal for a leader who thrives in both strategic and operational work. You'll foster a positive, collaborative team culture, equip team members with the tools and knowledge to succeed, and serve as a key liaison between the support team and senior leadership. Your contributions will directly impact customer satisfaction and help drive the overall direction of our support operations.

This is a remote role, based in Pacific Time.

Responsibilities

• Lead, coach, and motivate a team of customer support specialists to deliver exceptional service
• Participate in frontline support and handle complex or high-impact escalations through resolution
• Oversee training, performance reviews, and professional development to maintain a skilled and engaged team
• Manage support for high-profile clients and 40+ branded e-filing partners
• Monitor and report on key metrics, ensuring adherence to performance standards and business goals
• Implement quality assurance processes, conduct regular audits, and drive continuous improvement
• Collaborate cross-functionally to enhance the customer experience and streamline support operations
• Analyze customer feedback to identify trends and inform strategic initiatives
• Manage administrative tasks including scheduling, timecards, and PTO requests

Requirements

• Bachelor's degree in business, communications, or a related field preferred
• 2+ years of experience in a customer support role, including leadership or supervisory responsibilities
• Strong leadership, communication, and problem-solving skills
• Proven ability to lead teams, resolve complex customer issues, and make sound decisions under pressure
• Comfortable working in a fast-paced, dynamic environment
• Familiarity with CRM systems, customer support tools, and basic technical troubleshooting
• Excellent time management and organizational skills, with the ability to prioritize effectively
• Industry knowledge and experience with customer service best practices is a plus
• Ability to manage conflict and foster a positive team culture

Compensation

The anticipated starting base pay range for this role is $60,000 - $75,000 base pay

Benefits

Our benefits package includes:

• 401(k) Match
• Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• "Be Me Time" off for mental health, re-charging, volunteering
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.