Do you enjoy coaching others to achieve high standards?

Do you enjoy collaborating with teams to deliver on goals?

About our team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role 

The Customer Support Manager is responsible for leading, recruiting, coaching, and developing the News, Finance, and Legal (NFL) Research Support Team. The Manager plays a key role in ensuring consistent high-quality support is provided to our internal and external customers. The role is an integral part in ensuring tickets, escalations and concerns are resolved in a timely manner.

The Manager will help execute the following, but not limited to, employee performance management, training & development, and reporting. The Manager will also be responsible for effectively and efficiently completing all projects and tasks through effective project and stakeholder management.

Responsibilities 

• Provides new and existing customers with the best possible service in relation to legal research support inquiries, service requests, suggestions, and complaints.
• Resolves customer inquiries and complaints fairly and effectively.
• Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Possess knowledge of sales processes and customer success strategies to enhance customer experience and drive positive outcomes.
• Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines General Profile. Manages and is accountable for the performance of a medium-sized team of professional associates or multiple supervisors of business support/operation roles.
• Accountable for the budget, performance, and results of a medium-sized team or multiple small teams of employees.
• Develops and adapts departmental plans and priorities to address resource and operational challenges; receives minimal guidance from the manager.
• Manages generally homogeneous team(s); adapts plans and sets priorities to meet service and/or operational challenges.

Requirements 

· Have a BA or BS degree or equivalent experience, JD preferred

· Have 4+ years of experience coaching others in a customer support environment

· Be detail- oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as needed

· Have excellent process, technical and analytical skills

· Be a clear, strategic thinker combined with a practical approach and close attention to detail

· Be a good listener, quick thinker, and have the ability to work solo and as part of a team

· Be able to collaborate with cross-functional technical teams to create, build, and ship successful products to customers

· Have the ability to break down complex and ambiguous problems into concrete, manageable components and think through optimal solutions

· Have a commercial mindset and strong customer experience focus

Work in a way that works for you

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.  We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.

Working For You

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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