Company Overview:

Harbor Compliance is a fast-growing technology company reinventing how nonprofits and businesses manage critical areas of compliance. An Inc. 5000 and Deloitte Technology Fast 500 honoree, Harbor Compliance is using technology to simplify the complexities of business licensing and legal entity management. We have scaled to 25,000 clients and are just getting started.

Position Overview:

This is an exciting opportunity to work in a very dynamic and growing company. Your work will make a far-reaching impact on our team, services, and processes. Our Client Service Team provides account and technical support to our existing clients, who contact us by phone, email, and chat.

The Client Service Team Lead is responsible for driving results with two key types of employees: Client Service Associates working on transactional inquiries by ticket and Client Success Managers working on large account onboarding and client project management.

Our team prides itself on delivering friendly, helpful service that exceeds our clients’ expectations. The suggestions and feedback we gather from our interactions directly affect how we develop our offerings.

The ideal candidate is highly skilled in relational intelligence, scope management, problem-solving, and conflict resolution. They have a background working in a B2B customer service environment with similar responsibilities and are hungry for a fast-paced, challenging role.

Responsibilities:

• Drive client success and satisfaction for all clients, reinforcing trust with each interaction
• Deliver 100% adherence to established Service Level Agreements
• Maintain and expand a robust knowledge base, including both internal and external documentation
• Transform our Client Service Team’s tools, processes, and staffing to provide the best experiences for our clients
• Collaborate cross-functionally to provide feedback from the team's interactions with clients
• Consistently meet our organizational health goals linked to Net Promoter Score and gross retention
• Train and coach staff members, holding them accountable for individual and team performance

Required Qualifications:

• Demonstrated experience managing a client success team in a B2B company
• Experience building and maintaining a knowledge base
• Demonstrated super-user technical skills within an omnichannel customer service platform
• Exceptional oral and written communication skills
• Ability to effectively prioritize work and multitask in a rapidly-evolving environment
• Enjoys the challenge of new, complex problems and learning new information on-the-fly
• Effective interpersonal, consultative, and facilitation skills
• Demonstrated ability to think critically to solve problems and has a figure-it-out mentality
• 5+ years of experience successfully managing a high-performance customer service team
• Attention to detail
• Bachelor's degree or equivalent experience

Preferred Qualifications:

• Master's degree in Business Management or related field
• Zendesk experience preferred

Location and Hours:

This is a full-time remote position. Local Candidates are preferred.

Note: This position does not hire California, Colorado, or NYC residents due to high tax burdens and additional paperwork for employers.

Compensation:

Competitive salary and generous benefits including paid time off, seven paid holidays, health plan including medical, dental, vision, and life insurance; and a 401(k) retirement plan with a company match program.

Harbor Compliance is an equal opportunity employer.

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