Performance Outcomes 

Escalation Support & Team Coaching — 60% 

Escalation Handling 

• Serve as the first point of escalation for complex or distressed customer situations, reaching resolutions satisfactory to both the customer and the business 

• Handle escalations with professionalism, sound judgment, and empathy while ensuring all details are captured, tracked, and communicated to relevant stakeholders 

• Educate internal and external customers accurately while advocating for their needs within business guidelines 

• Maintain a broad understanding of BSS departmental functions to support first-contact resolution across calls, chats, and emails 

Coaching & People Leadership 

• Support and coach an assigned team of Business Solutions account managers 

• Review interactions in real time and through monitoring to identify coaching opportunities and ensure procedures are followed 

• Deliver timely, specific, and actionable feedback to support performance and development 

• Set clear expectations around performance, attendance, and conduct 

• Facilitate conflict resolution and escalate performance concerns to the Regional Account Manager with documented observations 

Backend Quality & Operational Support — 40% 

Quality Monitoring 

• Conduct scheduled quality evaluations across calls, chats, and emails against established standards 

• Document findings with clear, constructive feedback and ensure results are consistently tracked and reported 

• Identify quality trends and surface insights to the Regional Account Manager to inform coaching plans and process improvements 

Reporting & Operations 

• Provide weekly status updates to the Regional Account Manager covering team performance, escalation trends, and quality findings 

• Assist with real-time resource management, shift coverage, and cross-functional projects as needed 

• Recommend process or system improvements based on frontline observations 

• Lead by example through direct involvement in report processing and analysis, ensuring account updates are processed promptly and accurately. 

• Other duties as assigned.  

Education, Knowledge, and Experience 

• High School diploma or GED ; some college preferred 

• 1–3 years of LegalShield experience preferred 

• Experience de-escalating and resolving complex customer interactions 

• Experience conducting quality evaluations or call monitoring preferred 

• Proficient in Microsoft Office (Word, Excel, PowerPoint, SharePoint) and familiar with CCaaS platforms 

• Strong written and verbal communication skills with ability to engage stakeholders at multiple levels 

• Effective coaching, analytical, and problem-solving skills with high attention to detail 

• Strong organizational skills with ability to manage multiple priorities in a fast-paced environment 

• High level of professionalism, discretion, and accountability; models attendance and punctuality expectations for the team 

FLSA Status 

Non-exempt 

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Prolonged periods of sitting at a desk and working on a computer  

• Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone  

• Occasional standing, walking, bending, or reaching within the office environment  

• Ability to lift and/or move up to 10–15 pounds (e.g., files, office supplies, equipment)