About One Legal, an InfoTrack Company
One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.
As a highly ambitious company, we know that our people are critical to our success. That’s why we’re passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you’re smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.
About the role
The Client Escalations Manager is a pivotal role, ensuring the seamless resolution of client issues while driving continuous improvement in our customer experience. This role demands a dynamic leader who can coach a team to excellence, interface effectively with cross-functional teams, and bring strategic insights to enhance our service offerings.
Responsibilities
Leadership & Development:
- Recruit, train, and mentor a team of Client Escalations Specialists.
- Foster a culture of continuous learning, feedback, and professional growth.
- Conduct regular performance reviews and coaching sessions, and set clear objectives for team members.
Operational Excellence:
- Oversee the resolution process for all client escalations, ensuring timely and satisfactory outcomes.
- Implement and refine operational procedures to enhance efficiency and effectiveness, including collaboration with IT to optimize the use of tools like Salesforce and Intercom.
Strategic Collaboration:
- Work closely with Product and Operations teams to relay customer feedback and drive product/service enhancements.
- Facilitate cross-departmental meetings to address recurring issues and streamline processes.
Data-Driven Decision Making:
- Monitor and analyze key performance indicators (KPIs) related to escalations and customer satisfaction.
- Provide regular reports to senior management highlighting trends, challenges, and opportunities.
- Implement strategies based on data insights to reduce escalation rates and improve client experience.
Stakeholder Communication:
- Serve as the primary point of contact for escalated client issues, ensuring clear and effective communication.
- Collaborate with internal teams to expedite issue resolution and prevent future occurrences.
- Gather feedback from clients post-resolution to inform continuous improvement efforts.
Continuous Improvement:
- Identify areas of improvement in the escalation process and implement best practices.
- Organize training sessions for the team to enhance skills in de-escalation, first-touch resolution, and customer communication.
Compliance & Quality Assurance:
- Ensure all client interactions and resolutions adhere to industry standards and company policies.
- Implement regular quality checks and audits to maintain a high standard of service.
- Address any deviations from compliance promptly and implement corrective measures.
Requirements
- Minimum of 4 years in customer support or escalations management, with at least 2 years in a leadership or supervisory role with prior experience in the legal services industry preferred
- Familiarity with process serving or working with independent contractors is preferred
- Additional training or certification in conflict resolution or communication would be beneficial.
- Proficient with CRM tools, especially Salesforce and Intercom.
- Strong verbal and written skills; adept at de-escalation.
- Ability to analyze data and identify trends.
- Proven team leadership and mentoring skills.
- Solutions-focused with a proactive approach.
- Comfortable in a fast-paced environment with changing priorities.
Compensation
The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package – you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.
$73,000 – $91,000 base pay
Benefits
What Sets One Legal, an InfoTrack company, apart?
We are a remote-friendly company! We encourage you to apply from anywhere in the United States. Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need to successfully collaborate and succeed. At InfoTrack, we’re committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.
Here is what we offer full-time employees
- 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