Operations Supervisor

About Docketly:

Docketly, sister company to ABC Legal Services, is a growing company in Longmont, Colorado. For the creditor’s rights industry, we make hiring a stand-in attorney easy, fast, and safe. By combining our own software with a nationwide network of attorneys, we have redefined the what’s possible for the legal services industry. 

Job Overview:

The Operations Supervisor oversees the daily operations of the operations team. They ensure the team provides excellent customer service, resolves issues efficiently, and maintains high customer satisfaction. This role involves coaching, mentoring, and managing customer support representatives to achieve performance goals and adhere to company policies. This position is full-time, in-office, located in Longmont, Colorado. 

Key Responsibilities:

1. Team Management:

   • Supervise and support the operations team 
   • Monitor team performance and provide regular feedback.
   • Conduct performance evaluations and manage disciplinary actions when necessary.

2. Customer Service:

   • Handle escalated issues and provide resolutions.
   • Ensure the team follows protocols and procedures.
   • Maintain high levels of customer satisfaction through effective team management.

3. Training and Development:

   • Train new operations specialist.
   • Develop and implement ongoing training programs to keep the team updated on product knowledge and customer service best practices.

4. Quality Assurance:

   • Monitor and evaluate the quality of customer support interactions.
   • Implement improvements based on customer feedback and quality assurance findings.
   • Ensure adherence to company standards and policies.

5. Reporting and Analysis:

   • Generate and analyze reports on team performance, customer feedback, and support metrics.
   • Identify trends and areas for improvement.
   • Provide insights and recommendations to senior management.

6. Process Improvement:

   • Identify and implement process improvements to enhance efficiency and customer satisfaction.
   • Collaborate with other departments to address and resolve systemic issues.

Qualifications: 

• 2-3 years of leadership experience
• Management experience with a SAAS company or law firm preferred
• Must have experience in customer service
• Experience which demonstrates technical savvy aptitude
• Experience with data analytics preferred
• Experience building a successful, goal-oriented team
• Experience and success in personnel management and training
• Ability to multi-task in a busy work environment
• Must have excellent verbal and written communication skills including organizational presentations

Compensation, Benefits & Perks: 

• Salary range: $55,000 to $60,000 per year plus bonus 
• Health Insurance - Medical, Dental, Vision, FSA 
• 401(k) with match 
• 3 Weeks Paid Time Off & Paid Holidays 

Docketly is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Job Type: Full-time