• Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance. • Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets. • Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment. • Monitor team KPIs, focusing on: - Call Quality – ensuring conversations meet standards of empathy, clarity, and compliance. - Conversions – driving successful outcomes from engagement calls. - Call Completion – ensuring agreed volumes of calls are made and completed effectively. • Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes. • Provide constructive coaching and feedback, supporting both individual growth and team‑wide development. • Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation. • Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality. • Act as a point of escalation for complex queries and safeguarding cases.

• Receive, analyze and handle customer inquiries regarding solutions and services within the GUS portfolio • Accurately record, prioritize and document support tickets in the ticketing system and forward more complex inquiries to the Consulting department • Independently resolve customer inquiries and recurring issues in accordance with defined processes and SLAs to ensure customer satisfaction • Ensure high solution quality and First Contact Resolution (FCR) • Actively contribute to maintaining and enhancing the knowledge base and support onboarding of new colleagues • Adhere to support standards, guidelines and internal policies • Work closely with the Head of Customer Support and other internal departments

• Technical customer support via e-mail / phone • Sales & product consultation for end-customer inquiries • Complaints management • Audit and optimization of existing in-house processes • Participation in new, innovative projects

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders. • Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients. • Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy. • Manage consistent in/outgoing phone calls to assist Courts and customers with questions, as well as managing calls from courts & customers. • Relay relevant, updated information from Courts to our process servers and customers as appropriate. • Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court. • Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into internal application as needed. • Perform other job-related duties as assigned.