Customer Success Manager

Customer Success Managers serve attorney and consumer customers through various channels and are responsible for working directly with team members and customers to ensure their needs are met by providing a superior customer experience.
Creating a fun, dynamic environment where everyone is welcomed and valued is key. As a collaborative business partner who actively listens to the needs of the team, you'll encourage constant learning to help deliver an improved customer and team member experience.
Lastly, you'll be a brand ambassador who embraces the LegalMatch vision, values, & goals by demonstrating on a daily basis the connectedness of the frontline to the overarching mission of the company.
This position is in-office in Reno, NV.
This position reports directly to the Director of Customer Service.
Coaches and develops a positive and productive work environment and builds relationships with both internal and external business partners.
Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
Ensures capabilities and knowledge of team members keeps pace with customer expectations.
Monitors interactions to ensure that team members are giving accurate information and following approved practices.
Manages to performance standards; trains and coaches staff, writes and conducts performance evaluations.
May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
Requirements
Desired Qualifications
3+ years of supervisory experience, preferably in a call center environment
Ability to inspire and engage the broader team, leading with ethics and integrity
Experience recognizing service opportunities and providing exceptional customer satisfaction
Proven ability to lead during times of ambiguity and change
Strong cross-functional collaboration skills
Extensive experience training, retaining, and growing internal teams
Benefits
Perks:
Beautiful high-rise view overlooking the mountains, Aces ballpark, and downtown Reno.
Easily accessible for public transportation.
On-site coffee shop and restaurant.
Free on-site Gym.
Open concept office with sit-to-stand desks.
Casual dress code. We encourage creativity and we are tattoo/piercing and non-traditional hair color friendly.