Legacy Groupe

• Manage the daily workload of customer support agents, ensuring timely case handling and proper case management practices. • Conduct weekly 1:1 meetings with direct reports and provide performance-based coaching and feedback. • Support onboarding and training of new team members. • Partner with Team Leads and management to coordinate meetings, workflows, and team initiatives. • Ensure consistent use of support tools and resources, including macros, knowledge articles, AI tools, and conversation tracking processes. • Monitor staffing, scheduling, and team coverage needs. • Act as a subject matter expert (SME) for product updates, workflows, and procedural changes. • Identify opportunities for workflow improvements, automation, and process simplification. • Ensure company policies and procedures are consistently followed. • Maintain and support accurate internal documentation and training resources.

• Communicate with customers and clients via email, chat, and phone to address issues, answer questions, and explain website features. • Provide empathetic, top-tier service to every customer and client contact, ensuring a compassionate and professional experience. • Communicate sensitive or challenging information to customers with professionalism, empathy, and clarity, ensuring understanding while maintaining a positive customer experience. • Efficiently manage customer interactions across various channels (email, chat, and phone) while utilizing internal systems and tools, ensuring smooth workflows and high-quality service delivery across different functions of the role. • Managing a high volume of incoming customer inquiries throughout the day. • Grow your knowledge of company products, services, and policies, in order to explain them in a kind and respectful manner. • An ability to troubleshoot, identify, and solve technical issues related to the Legacy.com product lines, escalating as needed. • Able to utilize internal systems and tools to process work while adapting to team-specific processes. • Contribute directly to achieving monthly team performance targets. • Perform other duties as assigned to support the team, department, and company goals.