This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Support team provides responsive support to first responder clients via phone, email, and chat. We troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. Lexipol is looking for an Online Learning Customer Support Specialist that will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. The Online Learning Customer Support Specialist will also take ownership of software incident management. You will be provided with training to learn our Online Learning Solutions. The Online Learning Customer Support Specialist will be a subject matter expert for our online learning solutions. You will be responsible for troubleshooting and bug triage for the online learning platform from verification and replication through the submission of tickets through our Jira project management system. As a career growth opportunity, you will also be trained on all of our other solutions later in the year. This is done through working in these areas of focus: - Customer facing technical support (85%) - Resolution of phone & non-phone cases - Troubleshooting customer inquiries - Communication of ticket resolution to customers - Administrative duties (10%) - Documentation of customer contacts within Salesforce - Monitoring of individual metrics: cases closed daily & weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases - Cross-departmental Collaboration (5%) - Monitoring Jira ticket status - Communicating with our Customer Solutions team - Assisting internal users with products knowledge and troubleshooting Primary Duties and Responsibilities: - Manage large amounts of inbound and outbound calls in a timely manner - Take appropriate steps to bring any open support cases to resolution in a timely manner - Help customers troubleshoot issues they encounter while using the platform and provide tips to resolve the problem - Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps. - Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way - Frequently attend Product Update calls to improve knowledge and performance level - Improve platform performance by identifying problems & recommending changes Qualifications - 2 years of experience in software or SaaS technical support or a related customer support field - Minimum of one year of Salesforce experience - Professional verbal and written communication skills - Ability to provide superior customer service - Desire to grow within the company - Work well in a team environment - GED/High School Diploma - Good job stability Requirements - Experience with a content management platform: you have provided customer support for a content management platform. - First responder experience or background working with first responders or working in the first responder software industry is a definite plus Benefits - Good work/life balance for our team members. - Collaborative team effort in which we support and assist each other. - Comprehensive benefits package. - Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. - A collaborative and mission-driven work environment. - Opportunity to be a change agent in a continually evolving company. - Health Insurance, Education benefits, and 401k Compensation and Benefits Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour which equivocates to $49,920 per year.

• Takes incoming calls from members • Navigates tools and resources to properly address member inquiries • Maintains a high level of service with members and meets performance targets • Maintains composure and demonstrates a calm, professional position while adapting to difficult situations • Develops and maintains productive working relationships with team members • Promotes and maintains a positive, professional image of Velera's Call Centers • Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Care Manager for Confidential Company, you will be responsible for leading engaged teams and improving operational efficiencies on our Care Team. The ideal candidate will have a customer-first mindset and lead in a goal-oriented, inspiring way by lifting others up and providing constructive feedback to help them be their best. - Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company - Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member - Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics - Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement - Document SOPs for new and existing processes - Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations - Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage - Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives - Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling - Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy - Assist the department director with additional tasks and responsibilities, delegated on as-needed basis KPIs - Customer Satisfaction (CSAT) – Monitor, analyze, and implement coaching strategies to improve customer feedback scores - Call/Contact Quality – Establish quality standards, conduct evaluations, and provide feedback to enhance service delivery - Agent Adherence – Track schedule compliance and identify root causes of deviations to maintain staffing levels - Average Handle Time (AHT) – Balance efficiency with quality; work with agents to optimize call resolution without sacrificing service standards - First Contact Resolution (FCR) – Reduce repeat contacts through process improvements and training - Team Productivity & Attendance – Monitor agent KPIs, coach underperformers, and recognize high performers - Operational Metrics – Track abandon rate, speed to answer, and service levels to ensure targets are met - Conversion Metrics – Track and drive sales performance indicators as defined by the department Qualifications - 5+ years of management experience - 2+ years of managing a fully remote workforce - Experience in a DTC or e-commerce environment - High level of adaptability when it comes to shifting goals, along with a willingness to jump into issues and solve them both strategically and tactically - Adept at mentoring and coaching diverse group of people - Project management skills and a high level of proficiency with multiple forms of technology - Outstanding oral and written communication and presentation skills - Experience with contact center platforms (e.g., Gladly, Zendesk, Gorgias, or similar CRM/helpdesk tools) - Familiarity with workforce management software for scheduling and forecasting - Experience working with QA platforms (e.g., QEval, MaestroQA, or similar) - Comfort working with data and building basic reports/dashboards to surface insights (Excel, Looker, etc.) - Proven ability to manage a team of 10+ agents, including hiring, performance management, and separations - Experience owning onboarding and L&D programs end-to-end, not just contributing to them Nice-to-Haves - Exposure to fraud and chargeback workflows - Experience leading teams in a remote setting - Comfort utilizing AI platforms to improve team efficiency and workflows (e.g., ChatGPT, Claude, etc.) - Experience in a high-growth or startup environment where processes are still being built Benefits - Competitive compensation - Health, Dental, and Vision insurance - Short-term Disability and Life Insurance (100% employer-sponsored) - Long-term Disability - Supplemental Life Insurance (employee-sponsored) - 401(k) Retirement Plan - 100% Remote - Generous paid time off and 6 paid holidays - Employee discount

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers a fully remote opportunity designed for driven professionals ready to lead, grow, and make an impact. - Lead, motivate, and support a team of insurance professionals toward consistent success - Collaborate with leadership to expand knowledge, refine skills, and strengthen team performance - Utilize advanced technology and digital tools to streamline workflows and enhance productivity - Build and maintain strong relationships with clients and team members - Implement effective sales strategies aligned with organizational goals - Proactively manage priorities and initiatives in a remote work environment - Continuously seek innovative approaches to improve results and team effectiveness Qualifications - Self-driven leader capable of managing responsibilities independently - Creative, solution-oriented mindset with openness to new strategies and ideas - Strong technology proficiency and comfort leveraging digital collaboration tools - Excellent communication and organizational skills Requirements - Remote Work Flexibility – Work from anywhere with a schedule that supports your lifestyle - Exclusive, High-Quality Leads – Focus on relationship-building and results; leads are provided at no cost - Expert Mentorship – Receive training, coaching, and leadership support from day one - Career Advancement – Clear pathways for growth, leadership development, and increased responsibility Company Description