Customer Support Lead
What the Role Does:
Elevate customer experiences through exceptional coaching, training, and continuous quality improvement.
LawDepot is looking for a Customer Support Lead to strengthen our customer experience and support the development of our growing team. In this role, you will lead quality assurance and training initiatives, provide hands-on coaching, and ensure our customers receive consistent, high-quality support. You will also manage day-to-day Notary Agent operations, identify opportunities to improve service delivery, and help the team adapt to evolving products and processes.
This is an exciting opportunity for someone who enjoys developing others, solving problems, and making a meaningful impact on both team performance and customer satisfaction. This is a full-time, permanent position working 37.5 hours per week, with the opportunity to work hybrid from our Edmonton, Alberta office.
What You’ll Do:
- Develop, deliver, and enhance training programs for Customer Support team members
- Provide ongoing coaching, constructive feedback, and guidance to support individual and team performance
- Lead and continuously improve quality assurance processes to ensure consistent, high-quality customer experiences
- Directly manage the day-to-day operations of the Notary Support team, providing guidance and ensuring effective scheduling and service coverage
- Evaluate customer interactions, identify performance trends, and recommend opportunities for improvement
- Use AI-powered tools to enhance quality assurance, training, and operational efficiency
- Create and update written training materials, knowledge resources, and process documentation
- Act as a key point of contact for complex customer and product-related escalations
- Investigate customer concerns, identify root causes, and recommend solutions that improve service delivery
- Collaborate with internal teams to resolve challenges, share customer insights, and support product and p...