Director of Client Support

Company: LeadsOnline
Location: Plano
Posted on: March 16, 2023

Job Description:

LeadsOnline exists to advance cases, careers, causes, and compliance with its unique data, well-designed technology, and exceptional teamwork. We do this through our principles of service, energy, diligence, and persistence. As a Director of Client Support, you will play a tremendous role in delivering the best service in the world to our growing user base. Who we are: LeadsOnline is a powerful digital platform that helps law enforcement investigators and analysts advance criminal cases through the most current data on people and property across the U.S., and helps businesses reduce the hassles of reporting. Law enforcement agencies of every size and mandate use LeadsOnline to find suspects, stolen items, and patterns of individual and organized criminal activity. Businesses, including pawn shops, secondhand stores, scrap metal recyclers, and online marketplaces trust LeadsOnline more than any other system to freely, frictionless, and safely report transaction information to law enforcement. In 2022, LeadsOnline acquired Hawk Analytics, provider of CellHawk, the leader in mapping and analysis of Call Detail Records and other location-based digital evidence. CellHawk is instrumental in extracting rapid answers from messy digital evidence to connect suspects to crimes. We're thrilled at the good we're already doing together. Together, we are building the future of criminal investigations, and need people who are mission-driven, love technology, and who won't settle for less than excellence to join our team. Role and responsibilities: LeadsOnline exists to advance cases, careers, causes, and compliance with its unique data, well-designed technology, and exceptional teamwork. We do this through our principles of service, energy, diligence, and persistence. As a Director of Client Support, you will play a tremendous role in delivering the best service in the world to our growing user base. As a growth company we're always evolving, but your primary responsibilities will be: -- Lead LeadsOnline and CellHawk Client Support teams-- Develop and enhance internal training materials and processes for LeadsOnline and CellHawk Support-- Partner with internal stakeholders to interview, hire, and onboard new LeadsOnline Client Support Team members.-- Develop and enhance training materials for LeadsOnline and CellHawk users to ensure success in their case work.-- Set clear expectations and goals to support team for productivity and quality of service delivery for LeadsOnline and CellHawk users.-- Execute support goals by daily coaching and managing CellHawk and LeadsOnline support teams. -- Communicate and engage with cross-functional business partners to relay the voice of the customer from daily client interactions to improve the products.-- Serve as point of contact and Leads representative for all CellHawk Training Partners.-- Coordinate with Training Partners to schedule, fill, and execute in person and online training courses.-- Participate in industry-related associations and forums to represent LeadsOnline and CellHawk-- Become proficient in LeadsOnline and CellHawk technologies to teach the products and users and troubleshoot issues as they arise. -- Proactively do the job of your team (aka walk the land") to design and improve processes to drive efficiency and a high level of service from the LeadsOnline and CellHawk client support teams. Who you are: You are process driven, organized, intentional, a clear communicator (oral, written, presentations), competitive, and professional. You are a leader who takes extreme ownership. Able to handle sensitive information with professional awareness and maturity. Able to set priorities for yourself and the team autonomously. Can operate with ambiguity and ask thoughtful questions to develop and evaluate a hypothesis. Driven to serve, constantly learn and improve, and willing to roll up your sleeves to work alongside the team to get a job done right. You care deeply about providing the best service ever to our customers, and you'll work with energy, persistence, and diligence to do so. You are a people person that loves to be around others in the office, side by side, mentoring, coaching, challenging, developing, engaging, and winning with your team daily. You are motivated by the success of our customers and want to see them win. You are energized by the fact that we are a fast-growing, mission-driven, innovative, and acquisitive team - looking for other bright minds to make us and themselves better along the way. This might be you if you have SOME of the following:Have 10+ years of Client Success management experience, with 5+ years' experience in leading a team.Managed teams with complex processes and procedures.Have held Sergeant, Lieutenant, or Captain level experience within Criminal Investigations Divisions at a Law Enforcement Agency Proactive, process- and results-driven, able to set priorities right and committed to deadlines.Have experience in SaaS and b2b software.Have skills or experience in working cross-functionally with different teams and businesses.What you can expect from us: We serve with energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. We won't stop pushing to make our products do more and to make each other better. You will have access to technical or soft skill training through sites like Pluralsight and RightNow Media to grow your skills. If we don't have it and you think you should learn it, just ask. Further, we take our work seriously. Ourselves, not as much. You'll have fun here. Benefits Medical insuranceVision insuranceDental insurance401(k)Paid maternity leave.Paid paternity leave.Disability insuranceFlex scheduleRobust PTO package PI208080232

Keywords: LeadsOnline, Plano , Director of Client Support, Executive , Plano, Texas