Key Account Team Manager

Key Account Team Manager (Operations)Help us build a better LegalMatch! It all begins with outstanding talent. It all begins with you. Key Account Managers serve attorney and consumer customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). The Key Account Team Manager is responsible for working directly with team members and customers to ensure their needs are met by providing a best-in-class customer experience. Performs day-to-day coaching and management of team members that manage Attorney accounts including onboarding, inquiries or issues through a number of channels (phone, email, text) to improve and enhance the customer experience. As a Key Account Team Manager, you''ll be passionate about developing others through mentorship, coaching, and career development. You''ll be a skilled communicator and storyteller who inspires and motivates others through infectious positivity, passion, and enthusiasm, while demonstrating the highest levels of integrity.You will empower your team members through honest, transparent, and timely feedback. Your desire to realize the LegalMatch vision of satisfying our customers'' needs and helping them succeed will serve as your inspiration at the core of everything you do. Creating a fun, dynamic environment where everyone is welcome and valued is key. As a collaborative business partner who actively listens to the needs of the team, you''ll encourage constant learning to help deliver an improved customer and team member experience. Lastly, you''ll be a brand ambassador who embraces the LegalMatch Vision, Values, & Goals by demonstrating on a daily basis the connectedness of the frontline to the overarching mission of the company. This position reports directly to the Director of Customer Service. Primary responsibilities for this role will include but are not limited to: Coaches and develops a positive and productive work environment and builds relationships with both internal and external business partners.Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.Ensures capabilities and knowledge of team members keeps pace with customer expectations.Monitors interactions to ensure that team members are giving accurate information and following approved practices. Manages to performance standards; trains and coaches staff, writes and conducts performance evaluations. May perform budgetary analysis, reports or special project work as requested by business partners and senior management.Desired Qualifications 3+ years of supervisory experience, preferably in a call center environment Ability to inspire and engage the broader team, leading with ethics and integrity Experience recognizing service opportunities and providing exceptional customer satisfaction Proven ability to lead during times of ambiguity and change Strong cross-functional collaboration skills Extensive experience training, retaining, and growing internal teams

Created: 2025-10-04