Customer Support Supervisor - Remote

Overview

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. 

In Short

• Coordinate daily affairs of the team's logistical and procedural needs.
• Provide direction and organization for the team.
• Handle training and onboarding of new hires.
• Ensure team morale and resources are sufficient for productivity.
• Maintain ongoing communication with customers.
• Respond to customer requests and resolve issues.
• Manage scheduling and staffing changes for the team.
• Take escalated supervisory calls when necessary.
• Identify patterns of customer issues and recommend solutions.
• Communicate effectively with users and other stakeholders.

Requirements

• 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.
• Excellent communication skills, both written and verbal.
• Detail-oriented with strong organizational abilities.
• Advanced proficiency in reporting and analysis tools.
• Familiarity with quality assurance frameworks.

Benefits

• Medical, Dental and Vision Insurance.
• Health Savings Accounts and Flexible Spending account options.
• Basic Life and Supplemental Life insurance.
• Disability Insurance.
• Flexible Paid Time Off.
• 401k plan with discretionary employer match.
• Paid Medical and Parental Leave.
• Beautiful, modern office with fully stocked kitchen.