Support Fulfillment Operations Manager

About Rocket Lawyer   We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered.   We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!

About the Role

As the Support Fulfillment Operations Manager, you’ll play a pivotal role in ensuring our Business Filings products are fulfilled efficiently and with excellent customer service. Your subject matter expertise in the lifecycle of the small business customer and how they maintain compliance with Secretary of State agencies will guide the service provided by the fulfillment team. Leading by example, you’ll manage the fulfillment team with a hands-on approach ensuring high standards of individual and team performance. Your responsibilities also include maintaining a deep understanding of Rocket Lawyer products and services, analyzing productivity reports and effectively communicating with cross-functional teams and external partners to optimize operational effectiveness and achieve KPI targets.

Responsibilities

Customer Service

• Maintain perfect working knowledge of all business filing offerings and Rocket Lawyer products, pricing, and services
• Ensure compliance with applicable internal processes
• Review quantitative tracking of fulfillment orders, calls, chats, and emails weekly and monthly, ensuring the team is consistently exceeding KPI targets for all support and fulfillment activities
• Constantly analyze the current state of operational effectiveness, synthesize team and customer feedback, and provide input on optimizing tools, policies, and processes.
• Provide thoughtful and meaningful input on the definition of departmental and organizational goals
• Participate in or lead other projects as needed and defined by organizational leadership
• Lead by example, demonstrating supreme command of all tools, processes, and policies
• Support customers directly as needed on a consistent basis, including working queues and taking escalated calls

Team Management

• Continuously train and support all team members in the delivery of exceptional customer service, especially sales assist methods and helping our customers understand the full benefits and resources available in the Rocket Legal Plus membership
• Review quantitative productivity results of all team members weekly and monthly, ensuring each consistently exceeds KPI targets for all support and fulfillment activities
• Ensure consistent quality audits for each team member on all support channels and  ensure each team member consistently exceeds quality KPI targets 
• Support growth and development through constant coaching, quantitative and qualitative feedback, encouragement, and empowerment
• Run regular team meetings and 1-1 meetings communicating all necessary information to team members ensuring all team members unambiguously understand their performance, contributions to the business, and all corporate initiatives 
• Write regular, thorough, and detailed performance reviews for each team member carefully communicating strengths and opportunities for improvement
• Schedule team for optimal efficiency, ensuring phone, emails, chats, and fulfillment orders are handled promptly meeting organizational expectations
• Adjust and prioritize team assignments by monitoring incoming workflow, agent scheduled time off, or process outages to ensure consistent service levels

Manage Internal and External Partnerships

• Serve as the primary interface with our fulfillment vendor, collaborating on a daily basis to ensure SLA is met and operations are working as expected. This includes tracking gaps and communicating written recommendations for improvement
• Effectively work cross-functionally with all partner organizations and serve as an operational subject matter expert in all cross-functional endeavors

Requirements

• 3+ years of experience in Business filings operations
• Excellent verbal and written communication skills
• Demonstrated ability to multitask in a dynamic environment, remaining calm under pressure
• Demonstrated ability to think strategically, lead and motivate teams, and contribute to the constant evolution of the organization
• Excellent direct customer-facing communication skills and ability to drive mutually beneficial outcomes
• Tireless focus on providing unsurpassed customer experience
• Efficiency and organizational skills
• Positive attitude and success creating a fun, engaged environment
• Demonstrated track record of understanding and acting with an appropriate sense of urgency
• Extreme attention to detail
• Ability to work as needed between the customer service hours of 7 am mst to 7 pm MST, Monday through Friday. Flexibility is required in order to manage employees and interact with Secretary of State agencies across multiple time zones.

Benefits & Perks

• Comprehensive health plans (including Medical, Dental, and Vision insurance for full-time employees)
• Unlimited PTO
• Competitive salary packages
• Life insurance
• Disability benefits
• Supplemental Optional Life Insurance Benefits
• FSA Options Optional
• HSA with Company Match
• 401k program with Company Match
• Fertility Assistance and Planning options
• Wellhub & ClassPass fitness platforms
• Comprehensive Pet Insurance options
• Financial Wellbeing & Student Loan Program access
• Access to additional Mental Health & Wellbeing resources
• Pre-tax Commuter/Transit Benefits
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates 

Rocket Lawyer is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses.   All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to hr@rocketlawyer.com.All Locations $60,000—$90,000 USD

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